Full job descriptionSenior Manager - Major Incident & Service Delivery (ITSM)Location: Manchester
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 situations
*Delivering executive-level communication and reporting during incidents and service reviews
*Driving continuous improvement through insight, lessons learned and preventative actions
*Operating across multi-supplier, cloud and on-prem environments
*Managing risk, governance and engagement with audit and regulatory stakeholders
*Coaching 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 Management
*Proven experience commanding high-impact incidents in complex environments
*Background in financial services / banking or other regulated industries (Essential)
*Strong knowledge of ITIL practices (Incident, Problem, Service Reporting)
*Experience working across multi-supplier, enterprise-scale IT estates
*Ability to produce and present executive-level operational insight
*Excellent stakeholder management, including risk, audit and senior leadership
*Calm, decisive, and credible under pressure
Nice to have:
*ITIL certifications (e.g. ITIL 4 Foundation, CDS, DPI)
*Experience with cloud platforms and DevOps environments
Why join?*Lead from the front in critical, high-visibility incidents
*Shape service resilience and performance at an enterprise level
*Influence senior leadership decisions through insight and governance
*Hybrid working with a strong, inclusive and supportive culture
If you’re a senior ITSM leader who thrives under pressure and wants to drive real operational impact, apply now.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.