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.