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Major Incident Manager

Job in London, United Kingdom

Degree level


Job function


Required language

English (Fluent)

Work experience

1 to 3 years

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At Agilisys, not only is the nature of the work we do important, but everyone has an important role to play, from supporting private sector organisations to managing complex public services. We are a team of 1500 people responsible for delivering essential IT Services around the UK in areas including the NHS, Local government, large private sector organisations and more.

We are innovators and integrators, committed to Continual Service Improvement for the benefit of everyone.

An exciting opportunity is now available within Agilisys for a Major Incident Manager within the Service Management Team located at one of our key offices based in Rochdale, ensuring effectiveness and efficiency of all Key ITIL Process. You will also be providing governance, quality and continuous improvement to all Agilisys’s core Public and Private clients.

You will be responsible for developing and providing a leading role across Agilisys core clients for Major Incident management whilst ensuring the processes are developed, updated and maintained as the single source of truth in relation to the standard operating model.

You must be able to demonstrate an analytical approach and skill set to help deliver opportunities for Continuous Service Improvement.

How will you spend your days?

Working in the IT Service Management team; this role is responsible for providing cross team support for the current ITIL process across our business, ensuring that the IT department can demonstrate well managed, compliant and repeatable service delivery. As our Major Incident manager, you will liaise with all resolver groups to ensure swift remediation and resolution of issues within SLA/OLA targets

Principle Accountabilities

  • Development of associated ITIL process and methods/techniques.
  • Undertaking day to day processes within Service management for Major Incidents.
  • Inputting into action plans to achieve the overall objectives of the standard operating model and its deliverables.
  • Ensuring the correct level of governance and training is in place for all technical towers and Service Desks.
  • Designing and Producing regular reports on service performance, including monthly/weekly KPI's, management reports and ad-hoc reports.
  • Making recommendations to drive down and reduce Major Incidents.
  • Provide cover for other Service Management functions.

How will you stand out?

You will have the following background and experience:

  • A broad understanding of the technologies and processes needed.
  • Experience within a service frame work including SLA, KPI and OLA management is essential.
  • Have a process driven, structured and analytical approach.
  • Technical expertise and the ability to apply functional knowledge to complex and diverse situations.
  • Experience of working within an ITIL based service delivery model.
  • Ability to engage, build and sustain relationships with internal and external stakeholders to ensure all activities deliver value.

Knowledge of managing performance with internal delivery teams within a service frame work, including SLA, KPI and SOM Deliverables

What's in it for you?

Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK.

At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector.

We are collaborative in the way we work, and our agile and dynamic environment poses a number of opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading.

As a valued employee owner, you will be entitled to receive the below corporate benefits:

  • Pension Scheme
  • Health Insurance
  • 25 days annual leave
  • Being an Employee Owner as part of the EOT
  • Life Assurance
  • Flexible working
  • Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme

Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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About Agilisys
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Agilisys, an employee owned organisation, is one of the UK’s fastest growing and innovative cloud and digital transformation specialists, enabling organisations to adopt technologies, platforms and processes that promote new ways of working. An established partner for both the public and private sector for nearly two decades, we have earned a strong reputation and hold deep domain expertise delivering change...

1,500 employees

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