Senior Major Incident and Insight Manager

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. Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.