AEJ Consulting Ltd
Senior Major Incident Manager
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Senior Leadership Position in Technology Operations
A senior leadership position is available within a technology operations function for an individual with strong experience in incident and service disruption management. The role involves overseeing a team responsible for handling critical service events on a continuous (24/7) basis within a centralised operational setting.
The successful candidate will provide direction during high-impact service interruptions, take ownership of escalated issues, and ensure that operational responses are timely, structured, and effective.
Eligibility for UK Security Check (SC) clearance is required.
Experience & Capability
Core Requirements
- Demonstrable experience managing high-severity service incidents in complex environments
- Familiarity with structured service management approaches and frameworks
- Experience working across multiple sectors or client types
- Practical knowledge of service management systems and tooling
- Proficiency with common workplace collaboration and productivity platforms
- Strong written and verbal communication skills, including documentation
- Awareness of how incident handling links to root cause analysis and longer-term resolution activities
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Personal Attributes
- Ability to remain calm and decisive in time-critical situations
- Effective team leadership and people management skills
- Confidence engaging with a wide range of stakeholders
- Logical and analytical approach to problem solving
- Focus on ongoing improvement and operational efficiency
Key Accountabilities
- Provide leadership to a team responsible for managing critical service events
- Oversee the progression of incidents through to resolution in line with agreed expectations
- Act as a senior escalation point for complex or high-priority issues
- Produce regular insights and reporting on performance and incident trends
- Maintain and improve operational processes and supporting documentation
- Identify and implement opportunities to enhance service delivery
- Support, coach, and develop team members
- Work collaboratively with other functions to resolve issues effectively
- Communicate clearly with senior stakeholders during major service disruptions
- Monitor and improve quality, consistency, and team performance
- Assess future capability needs and support skills development
- Build understanding of wider services and operational dependencies
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Ways of Working
- Maintain a strong focus on service reliability and user impact
- Communicate effectively during high-pressure situations
- Seek opportunities to refine and improve operational processes
- Promote collaboration across teams and functions
- Encourage a supportive, inclusive, and accountable team culture
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