Posted: 16 June
The role
Senior Manager - Major Incident & Service Delivery (ITSM)
Location: Coventry
Contract: Permanent
We're looking for a senior IT Service Management leader to take ownership of Major Incident Management, Problem Management and Service Insight across a complex, always‑on environment.
This is a high‑impact leadership role combining incident command, service governance and continuous improvement. You'll lead the response to major incidents, while driving long‑term service stability, performance and operational excellence across a multi‑supplier technology landscape.
What you'll be doing
Leading Major Incident, Problem Management and Service Reporting across the organisation Acting as the incident commander for high‑severity incidents, driving rapid resolution and minimising customer impact Providing calm, authoritative leadership in high‑pressure situationsDelivering executive‑level communication and reporting during incidents and service reviewsDriving continuous improvement through insight, lessons learned and preventative actions Operating across multi‑supplier, cloud and on‑prem environmentsManaging risk, governance and engagement with audit and regulatory stakeholdersCoaching and developing Major Incident Managers, improving capability and readiness Improving processes, playbooks and escalation models to strengthen service resilience What we're looking for
Strong leadership experience in Major Incident Management / Service ManagementProven experience commanding high‑impact incidents in complex environmentsBackground in financial services / banking or other regulated industriesStrong knowledge of ITIL practices (Incident, Problem, Service Reporting)Experience working across multi‑supplier, enterprise‑scale IT estatesAbility to produce and present executive‑level operational insightExcellent stakeholder management, including risk, audit and senior leadershipCalm, decisive, and credible under pressureNice to have:
ITIL certifications (. ITIL 4 Foundation, CDS, DPI)Experience with cloud platforms and DevOps environmentsWhy join?
Lead from the front in critical, high‑visibility incidentsShape service resilience and performance at an enterprise levelInfluence senior leadership decisions through insight and governanceHybrid working with a strong, inclusive and supportive culture Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
