Major Incident Management - ITSM - government - London (5 days onsite) - DV Clearance

I have an immediate opportunity for a Major Incident Manager for a busy team for our government client in London. You will lead the response to high-impact IT incidents in a sensitive government environment. You will be based in London, 5 days a week on-site as part of a 24/7 shift rota.

Due to the nature and urgency of the role, candidates will ideally be sole British Nationals holding active DV clearance.

You will take ownership of major incidents across complex IT services, ensuring rapid response, clear communication, and effective recovery. The role exists to provide structured leadership and coordination when critical services are disrupted, helping maintain stability for a high-profile government environment. You'll work across multiple teams and suppliers, managing MI bridge calls, driving root cause analysis, and helping to refine IT service management processes so that future incidents are prevented or minimised.

What you'll focus on

• Leading the end-to-end management of major incidents from detection through to resolution and closure.
• Coordinating technical teams, suppliers, and stakeholders during live incidents to restore services quickly and safely.
• Driving post-incident reviews, identifying root causes, and ensuring follow-up actions are owned and completed.
• Supporting continuous improvement of incident and problem management processes.

Key responsibilities

• Run and chair major incident bridge calls, ensuring clear roles, priorities, and communication throughout.
• Oversee and contribute to 24/7 operational coverage, including planning and managing shift rotas.
• Provide leadership, coaching, and development to the incident management team.
• Maintain effective working relationships with suppliers and partners to support coordinated incident response.
• Communicate clearly and confidently with stakeholders at all levels during high-pressure situations.
• Feed into problem management and wider service stability initiatives.

What we're looking for

• Proven experience in IT service management leadership, with a focus on incident and problem management.
• Strong background in managing major incidents in complex IT environments.
• ITIL 4 Managing Professional certification.
• Strong analytical, problem-solving, and decision-making skills, with the ability to work effectively under pressure and handle multiple incidents.
• Clear and confident communication skills, including during senior stakeholder updates.
• Experience leading and developing teams, including managing 24/7 operational coverage and shift rotas.
• Background leading major incident bridge calls and coordinating activity with suppliers and partners.
• Desirable experience in crisis management, business continuity, or working within large, complex, or global organisations.

If you meet the above and hold (or are eligible for) DV clearance as a sole British National, please apply for further details.