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 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
• 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.