Head of Major Incident & Incident Management

Essential Skills & Experience:

• Proven experience leading a Major Incident Management function, including coordination of high‑impact incidents.
• Strong understanding of ITIL best practice with experience improving incident processes.
• Technical and operational awareness enabling effective partnership with engineering, infrastructure, and service teams.
• Demonstrable experience using automation or AI to enhance operational efficiency.
• Expert‑level experience with ServiceNow to reduce incident volumes and improve service quality.
• Experience delivering data‑driven operational insights, dashboards, and analysis to improve service stability.
• Proven experience working within complex, matrix‑managed environments.
• Experience managing and developing teams within large‑scale IT or customer‑facing environments.

You Will Also Have:

• Ability to deliver confident, clear communication during high‑pressure incidents.
• Leadership presence that supports team motivation and cohesion.
• Ability to influence and align diverse stakeholders across organisational boundaries.
• A collaborative approach that encourages cross‑functional teamwork.
• A continuous improvement mindset focused on service quality and operational excellence.
• Ability to build trusted relationships and maintain credibility at all levels.

Additional Information

• Demonstrate strong relationship management.
• Support ITIL‑aligned service delivery.
• Encourage a collaborative, innovative team culture.

Key Responsibilities

Leadership & Governance

• Lead and develop a team of Major Incident Managers and Incident Managers to ensure consistent, high‑quality service restoration.
• Own and govern Major Incident and Incident Management processes aligned to ITIL best practice.
• Provide leadership across a matrix‑managed environment.
• Act as the organisational SME for Major Incident and Incident Management.
• Establish and embed a Centre of Excellence within the Technology Delivery Command Hub.

Operational Excellence

• Lead the end‑to‑end management of major incidents with clear, accurate communication at executive level.
• Chair technical bridges and oversee management escalations during critical incidents.
• Ensure consistent execution of defined roles, responsibilities, and operational standards.

Automation, AI & Service Improvement

• Drive automation and AI adoption to improve efficiency and reduce manual activity.
• Utilise ServiceNow capabilities to reduce incident volumes and improve routing accuracy.
• Promote continual service improvement through data insights and trend analysis.
• Work with Problem Management and technical teams to reduce repeat incidents and strengthen resilience.

Collaboration & Stakeholder Engagement

• Partner with Problem Management to ensure strong RCA quality and action follow‑through.
• Build collaborative relationships across technology and business teams.
• Influence teams and senior leaders to embed improved ways of working.

Reporting & Insights

• Lead the production of operational reporting, including incident summaries, KPIs, and trend analysis.
• Provide clear, actionable data to senior stakeholders.
• Ensure accuracy and compliance of ServiceNow records.

How this role aligns to our Values

Customer First, Always

You prioritise the needs of customers and internal stakeholders, ensuring that incident responses and service restoration activities protect our customers and their experience.

Fearless Innovation

You identify and implement new approaches, technologies, and automation that improve operational efficiency and strengthen incident management capability.

Achieve Together

You collaborate across Technology Operations, Technology Delivery, and wider business teams to drive service stability and shared accountability.

Everyone is Valued

You create an inclusive environment where all team members feel supported, respected, and able to contribute to continual improvement and service excellence.

Join Capita – Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference.     Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.

We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.     Check out our website www.capita.com

What’s in it for you?

• 💻 Office based – Belfast
• 💰 Competitive Salary
• 🌴 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• ❤️ Paid volunteering day with a charity of your choice
• 🍼 Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• 🚴‍♀️ Cycle2Work scheme, pension, life assurance, and more

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [email protected] and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.