Major Incident Manager

Phoenix Group
Edinburgh
Workplace: HybridFull timeGBP 60,000 - 75,000 annuallyFunction: IT Operations (Systems/Network Admin)Skills: ["Incident leadership","Rapid decision-making","Stakeholder communication","Root cause analysis","Process optimisation"]

Own and coordinate the end-to-end response and resolution of Critical and High IT incidents, acting as the single point of contact for stakeholders. Minimise downtime through rapid impact assessment, escalation (including Bronze/Silver/Gold), and crisis coordination. Provide timely executive and business updates, ensure third-party suppliers meet SLAs, and maintain audit-ready documentation for FCA and other regulatory requirements. Drive root cause analysis, preventive actions, and continuous improvement using ServiceNow and ITIL practices.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Phoenix Group
Phoenix Group
4 days ago

Major Incident Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Own and coordinate the end-to-end response and resolution of Critical and High IT incidents, acting as the single point of contact for stakeholders. Minimise downtime through rapid impact assessment, escalation (including Bronze/Silver/Gold), and crisis coordination. Provide timely executive and business updates, ensure third-party suppliers meet SLAs, and maintain audit-ready documentation for FCA and other regulatory requirements. Drive root cause analysis, preventive actions, and continuous improvement using ServiceNow and ITIL practices.
Location: Edinburgh
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)

Key Responsibilities

  • •Lead and coordinate major incidents from initiation to resolution as the single point of contact for stakeholders.
  • •Assess incident impact under pressure, make critical decisions, and manage escalation through Bronze/Silver/Gold command (including regulatory bodies such as the FCA).
  • •Provide timely, accurate updates to executives, business units, and third-party suppliers across the incident lifecycle.
  • •Manage third-party supplier performance during incidents to ensure SLA adherence and contractual compliance.
  • •Drive post-incident root cause analysis, formal problem reviews, governance/reporting, and continuous improvement of the major incident process (including business continuity activation when needed).

Pay and Benefits

Salary: GBP 60,000 - 75,000 annually
Perks:Private MedicalAnnual LeavePensionLife Assurance

Key Requirements

  • •Significant experience as a Major Incident Manager, preferably in financial services, managing high-impact incidents in complex enterprise environments.
  • •Experience creating and implementing a Major Incident Management framework aligned with ITIL best practice and enterprise Service Management standards.
  • •Strong end-to-end incident lifecycle management skills to rapidly resolve critical issues and minimise business disruption.
  • •Excellent stakeholder communication, root cause analysis capability, and ability to drive continuous improvement for incident processes.
  • •Proficiency with incident management tools such as ServiceNow or Remedy (or similar).
Experience:Financial servicesEnterprise environments
Skills:Incident leadershipRapid decision-makingStakeholder communicationRoot cause analysisProcess optimisation
Tech Stack:ITILServiceNowRemedyService Management Standards

Company Brief

Phoenix Group
A UK long-term savings and retirement business operating brands including Standard Life, SunLife, Phoenix Life and ReAssure, managing pensions, annuities and wealth solutions with c.12 million customers and large assets under administration.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1782
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor