Senior Major Incident Manager

Senior Major Incident & Incident Manager Location: Office based Belfast (with on-call requirements) Contract: Permanent Function: Major Incident Management / Service Operations About the Role We’re looking for a highly experienced Senior Major Incident & Incident Manager to lead a team delivering consistent, high‑quality 24x7 incident management services. You’ll be based at our Belfast Command Hub as part of our growing centre of expertise for technology operations. You will act as an escalation point for complex or time‑critical major incidents, support team members during high‑severity events, and ensure service delivery meets expectations. Successful candidates must be eligible for SC clearance. At Capita, we live by our values: 🤝 Customer First, Always; 🧑‍💻 Fearless Innovation; ✅ Achieve Together; 💙 Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results. Job title: Senior Major Incident Manager Job Description: Essential Skills & Experience Significant experience managing major incidents in complex environments. Strong background in ITIL‑aligned Incident Management. Experience supporting both public‑sector and private‑sector clients. Knowledge of ITSM tools. Experience with Microsoft 365 including SharePoint and Teams. Strong documentation and communication skills. Understanding of incident and problem management interaction. ITIL awareness. You Will Also Have Ability to stay calm and make decisions under pressure. Strong leadership and people‑management. Excellent stakeholder engagement. Analytical problem‑solving skills. Continuous‑improvement mindset. What You’ll Be Doing Leading and supporting the Major Incident Management team. Ensuring all incidents progress through to resolution within SLAs. Managing escalations when required. Producing weekly and monthly MI reporting. Updating and maintaining process documentation. Driving continuous improvement across the MIM function. Providing leadership, mentoring, and coaching. Collaborating with cross‑functional teams. Escalating issues to the Head of Major Incident Management. Delivering executive summaries during P1 incidents. Managing team performance and reporting quality. Identifying future skills requirements. Expanding knowledge across Capita services. How This Role Demonstrates Capita’s Values Customer First Always Ensuring timely resolution of incidents within SLA. Providing clear executive summaries during P1s.. Improving processes impacting customer outcomes. Fearless Innovation Driving continuous improvement. Enhancing process documentation. Achieve Together Leading, mentoring, and coaching the team. Collaborating with other business teams. Supporting colleagues during high‑pressure incidents. Everyone is Valued Managing performance with fairness and transparency. Supporting knowledge sharing and development. Creating a supportive environment during critical incidents. Join Capita – Where Innovation Meets Opportunity Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com What’s in it for you? 💻 Office based Belfast 💰 Competitive Salary 🌴 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period ❤️ Paid volunteering day with a charity of your choice 🍼 Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave 🚴‍♀️ Cycle2Work scheme, pension, life assurance, and more 🤝 Customer first, always🧑‍💻 Fearless innovation✅ Achieve together💙 Everyone is valued What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website. Location: Belfast , United Kingdom Time Type: Full time Contract Type: Permanent Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.