Major Incident Manager - Central Government sector

Job City:  Milton Keynes-CS
Professional Area:  Project and Programme Management
Job Req ID:  119587


Location(s): UK, Europe & Africa : UK : Milton Keynes-CS || UK, Europe & Africa : UK : Coventry-CS || UK, Europe & Africa : UK : Gloucester || UK, Europe & Africa : UK : Guildford || UK, Europe & Africa : UK : Leeds || UK, Europe & Africa : UK : London-CS 


BAE Systems Digital Intelligence is home to 4,800 digital, cyber and intelligence experts. We work collaboratively across 16 countries to collect, connect and understand complex data, so that governments, nation states, armed forces and commercial businesses can unlock digital advantage in the most demanding environments.

Major Incident Manager 
Would you like to manage the delivery of service through the use of Service Restoration Teams and management calls?  We currently have a vacancy for a Major Incident Manager at our site in Milton Keynes.
As a Major Incident Manager, you will be providing targeted, timely and useful information on planned and unplanned outages that allows the business to understand the impact of each unplanned outage and take the appropriate action. Additionally you will be responsible for the governance of suppliers to ensure recovery of service to service level agreements. 
This role will provide you with the scope to Support implementation of new and existing processes for management of Major Incident Service Restoration and Communications.


This is a Fixed Term Contract (FTC) role until 30th June 2023.


Current SC clearance is essential.
Your main responsibilities as a Major Incident Manager will involve: 

  • To coordinate the activities and follow the processes required to deliver and manage major incidents at agreed levels to business users and customers.
  • Responsible for the governance and on-going management of restoration teams who manage the technology used to deliver and support services.  These teams can be either internal support teams or third party partners and vendors
  • Is responsible for ensuring that routine tasks such as SMS and written communications are sent, ITSM ticketing system and dashboards are updated and all relevant reports are completed.
  • Completion of input to Daily, Weekly and Monthly service reviews and monthly contractual reporting.
  • Chair conference calls in an attempt to coordinate technical restoration activities and provide management updates on major incidents
  • Prepare post incident reports and raise re-active problem tickets where appropriate
  • Attend weekly CAB (Change Board) 
  • Liaise with transition teams and Early Life Support teams re new projects and services

Your skills and qualifications:

  • Extensive knowledge of IT Industry from Enterprise perspective
  • Experience in a service operations environment with experience of managing major incidents 
  • Experience managing multi supplier technical and management conference calls
  •  Understanding of the SIAM model 
  • ITIL lifecycle experience (particularly Operations)
  •  Working knowledge of ServiceNow would be desirable 
  • ITIL Qualifications would be desirable

What we're looking for in you:

  • Confident communication & service excellence skills
  • A strong leader who can work in a busy operational role where restoration of service is paramount
  • Strong communication skills: oral, written, presentation, facilitation
  • Technical understanding with ability to translate into business impact

Life at BAE Systems Digital Intelligence 

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day.

By embracing technology, we can interact, collaborate and create together, even when we’re working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance well-being.

Diversity and inclusion are integral to the success of BAE Systems Digital Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds – the best and brightest minds – can work together to achieve excellence and realise individual and organisational potential. 

Division overview: Capabilities

At BAE Systems Digital Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Digital Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.

As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours. 

Job Title:  Major Incident Manager - Central Government sector

Job City:  Milton Keynes-CS
Professional Area:  Project and Programme Management
Job Req ID:  119587