Major Incident Manager | S2 | IT Operations | Milton Keynes Country: United Kingdom Join our community. Join our community as an Incident and Service Delivery Lead within the Infrastructure, Operations, and End-User Technology (EUT) division of a UK bank. This key role focuses on Incident Management and Service Delivery, providing expert guidance and direct oversight of Incident and Problem Management processes to ensure swift incident resolution and robust data insights. Your primary focus is to ensure the stability, availability, and continuous improvement of IT services. This involves establishing and maintaining Service Management across all core IT Operations areas, inclusive of Monitoring, Command Centre, Problem, and Incident Management, to achieve: Rapid and effective resolution of major incidents, coordinating multidisciplinary technical teams. Proactive risk reduction, implementing controls to minimi s e service disruptions. Driving service excellence, developing strategies for service delivery, including third-party and stakeholder management. Data-driven improvement, driving service analytics and reporting to uncover trends and support continuous improvement within incident and problem management, with regular reporting and presentations to relevant committees Strategic alignment, ensuring all initiatives align with the UK bank's target operating model. This role is crucial for maintaining high service standards and supporting the bank's operational resilience as it transitions to a global technology hub. The Difference You'll Make : This role is crucial for ensuring effective incident management and robust reporting as the bank transitions to a Global Tech Hub, contributing directly to IT service stability and availability. You'll support and manage the Incident Management framework, meticulously measuring and managing performance against KPIs, OLAs, and SLAs specific to incident resolution and reporting. A core responsibility involves owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance. You'll serve as a primary contact for incident-related audits (including SOX compliance), ensuring all IT operations reporting (quantitative, qualitative, control metrics) for incidents and problems is accurate and presented in appropriate forums, including executive reports. Oversight of Incident & Problem Management You'll provide direct oversight and leadership for the major incident and problem management lifecycle, ensuring efficient and effective resolution of major incidents to minimi s e business impact. Your responsibilities include: Supporting the Global Tech Hub (GTH) Incident function by guiding incident and problem management processes. Ensuring final priority and agreement on incident resolution paths. Managing UK Communications during major incidents, liaising with IT and business stakeholders for clear status updates. Providing on-call support for escalations related to major incidents. C ollaborating with various IT teams to improve incident response capabilities and establish robust procedures to prevent future outages. Analy s ing incident and problem trends and performance metrics to identify areas for improvement, presenting these insights in operational governance forums. What You'll Bring You'll possess extensive IT technical knowledge and proven Incident Management experience within complex operational settings, ideally from regulated banking/financial institution operations. A critical skill is converting data into actionable insights and compelling executive reports. Your success relies on nurturing strong relationships with both internal teams involved in incident resolution and external partners. You'll have practical experience implementing ITIL services (ITIL/ISO 20000 desirable), plus a solid understanding of regulatory environments, agile methodologies, and technical troubleshooting. As a highly effective leader, you'll build and nurture collaborative relationships across relevant business and IT stakeholders to drive incident resolution. Your strong communication and negotiation skills will enable professional influence during critical incidents. You'll adeptly build and maintain relationships with external SMEs, integrating best practices for incident and problem management. You'll understand the customer landscape, promoting customer-centric conduct throughout the incident process. This role champions a continuous service improvement culture, facilitating reviews and driving systemic initiatives to enhance service quality and satisfaction. This includes developing and managing Controls, KPIs, SLAs, and Metrics for IT Operations. Acting as a conduit between IT teams and local business areas, this role manages engagement with CRCO and Business functions to ensure alignment. It supports IT Operations and broader technology initiatives, including disaster recovery, war games, major changes, and critical market events. The role is essential to maintaining operational resilience and high service standards as the bank transitions to a global technology hub, with a focus on strategic oversight and governance across critical IT functions. It would also be nice for you to have: It's highly beneficial if you bring continuous improvement leadership experience within incident or problem management, demonstrating an ability to guide process enhancements. Experience coordinating cross-functional technical teams during incident resolution within a matrixed organi s ation is also a strong advantage. What else you need to know : This role is based in Milton Keynes and our current expectation is at least 3 days in the office every week. We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles). If you apply for this role in (this /any of these) locations, it’s important you consider your travelling distance, time and cost from your home to the office location. We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process. If you’re interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these. Application process If your application is successful a member of our recruitment team will be in touch. We will arrange a short call with you to learn more about you and what you are looking for from your next career move, as well as answer any questions you have about working in the Santander tech team. If both sides agree we will send your CV to the hiring manager to review. For this position, the interview process will be : 1st Stage – Technical Interview – this will a 30min technical interview with one of the team 2nd Stage – A one-hour formal interview where we will ask both technical and competency-based questions. This can be done virtually or face to face depending on your situation. If there’s anything we can do in the recruitment process to help you achieve your best, please let us know. Inclusion At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. How we’ll reward you. As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs. £500 annual cash allowance to spend on our great range of benefits. Eligible for a discretionary performance-related annual bonus We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer. 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year. Free access to a range of digital health services, including GP. Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover. 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more Voluntary healthcare benefits at discounted rates. Including : medical insurance, dental insurance, and health assessments Share in Santander’s success by saving or investing in our share plans Support your favourite causes through charitable giving and our community partnerships As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services Learn more about our benefits and family friendly policies What to do next: If this sounds like a role you’re interested in, then please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.