IT Major Incident Manager - 12 month Fixed Term Contract• Lead and coordinate the resolution of critical IT Major Incidents to ensure business continuity• Influence internal and external stakeholders to drive swift incident resolution and service improvement• Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon and out of hours support rota About the roleAs an IT Major Incident Manager, you’ll take charge of managing NFU Mutual’s most significant IT incidents, ensuring swift resolution and minimising disruption to business operations. Acting as a key contact for senior stakeholders, you'll work with cross-functional teams through high-pressure situations, making critical decisions to recover services in line with business needs and risk appetite. You’ll assess complex incidents, lead technical teams and bridge calls, authorise recovery options, and deliver timely, accurate communications throughout. Working closely with Problem Management, you’ll help prevent future incidents by assisting with establishing root cause and driving continuous improvement through Post Incident Reviews. Your role will also include producing robust reports, being involved in on-boarding new services, maintaining effective knowledge articles, and championing best practices across teams. This is a hands-on supporting role with the opportunity to get involved in future technical driven projects. Please note, there is an out of hours rota which is used purely for P1 incidents. This runs 1 week in every 4 including weekends and pays competitively. Details of this will be discussed before any interview. About youYou’re an experienced IT service professional who thrives in fast-paced environments and is confident leading major incidents under pressure. You bring a solutions-focused mindset and the ability to influence at all levels, including senior leadership. You will also have:• Strong, demonstrable experience in Major IT Incident and/or Problem Management• Experience operating in a multi-vendor and multi-platform IT infrastructure environment• Experience dealing with networking, infrastructure and cloud technology incidents• A confident communicator with the ability to coordinate and influence technical teams and business stakeholders during high-impact incidents• Experience and confidence in leading technical bridge calls with multiple resolver teams and/or vendors.• Knowledge of ITIL frameworks, with ITIL Foundation certification (essential) At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.Benefits and RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Up to £48,000 depending on experience Annual bonus (up to 17.5% of salary) on-call/out-of-hours payments Annual bonus (up to 17.5% of salary) Contributory pension scheme, up to 20%, including your 8% contribution 25 days annual leave bank holidays buy/sell/save holiday trading scheme A Family Friendly policy that helps you balance your work and family responsibilities Access to savings at High Street brands, travel and supermarkets £20 contribution to a monthly gym membership – subject to T&Cs Health and wellbeing plan - cashback for dentist, opticians, physio and more Access to voluntary benefits, including health assessments, private medical insurance and dental insurance Employee Volunteering - volunteer in the community for one day each year Unlimited access to Refer a Friend £500 bonus scheme Life Assurance cover of 4 x salary Employee discounts of 15% on a range of NFU Mutual insurance policies. Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.