Lead Major Incident Manager

At FCDO Services, we protect the UKs interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.

Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether its creating bespoke, secure software, offering programme and application support or moving an entire embassys servers to a Cloud platform. No matter the task, they are on hand to support. Now, youve got the opportunity to join them.

Providing innovation to government partners.

Delivering best-in-class solutions.

Working at the cutting-edge of technology

It all matters.

Lead our approach to major incidents, create a more effective service

Youll lead a consistent Technology & Operations (T&O) response to major incidents, making rapid resolution and minimal disruption to customer services your priorities, as well as compliance with ISO and ITIL standards. Youll drive incident communications and activity coordination during business continuity and security incidents, ensuring alignment with customer and internal practices. As our service delivery model is 24/7, youll make handovers seamless with a unified response across teams so that our service is consistent and excellent, no matter the hour. Plus, through conducting post-incident reviews, youll track follow-up actions and embed lessons learned.

Driving improvements to the service will be key. To this end, youll support the Problem Manager in identifying and managing root causes of recurring incidents. This will entail trend analysis and collaboration with technical teams.

Analysis and reporting will be core to what you do. Youll gather and define reporting requirements, design dashboards, and produce detailed, compliant reports with actionable insights for stakeholders.

This is a fantastic opportunity to be empowered to assemble and lead cross-functional teams, make key decisions, maintain performance, uphold customer satisfaction and drive improvements. Wed also like you to coach team members to enhance capability, build resilience and strengthen the service.

Bring your IT expertise to protecting the UKs digital infrastructure

To be well suited to this role, youll be a practitioner in the following: incident management, availability and capacity management, community collaboration, continual service improvement, ownership and initiative, service focus and user focus. Plus, you have a working knowledge of change management, continuity management and technical understanding. You have an awareness of asset and configuration management and service management framework knowledge. To find out more about the skills required, head to Major Incident Manager Incident manager - Government Digital and Data Profession Capability Framework.

You have a demonstrable experience in IT service management with expertise in Major Incident Management and Problem Management, with a successful record of meeting targets and delivering results. This has given you technical knowledge across infrastructure, cloud services, networking and applications. Coupled with extensive knowledge of Service Management Tooling and service reporting. Youve driven Continual Service Improvement and risk plans. Plus, youre excellent with MS Office 365.

An excellent problem solver with a sharp analytical eye, youre a skilled decision maker. You can influence others too. This is down to your exemplary customer-facing abilities, complemented by superb written and verbal communication skills.

You are educated to Level 3 (A level/AS level/T Level) or Level 4 (HNC). Preferably, your qualifications are in Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience. You have ITIL Foundation level Certification.

Discover the support you need to grow your career further

But were always looking to improve just like you. Thats why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, youll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future teams work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If youre successful in your application, well ask you to undergo our vetting process to achieve Security Check (SC) clearance. This role is a reserved post and applications are only being accepted from single nationality candidates and not dual nationals. You can find out more about vetting on our website: https://www.fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know youre welcome and valued. Its what makes us a Disability Confident employer. And why were recognised as a Carer Confident workplace. And its how you know youre joining an inspiring, inclusive organisation.

We are looking for people with:

• Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
• Proven IT service management background with expertise in Major Incident Management and Problem Management.
• ITIL Foundation level Certification.
• Record of delivering results and meeting targets.
• Technical knowledge across infrastructure, cloud services, networking and applications.
• Extensive knowledge of Service Management Tooling and service reporting
• Excellent written and verbal communication with exemplary customer-facing skills
• Excellent analytical, problem solving, decision making and influencing skills
• Excellent knowledge and use of MS Office 365
• Drive Continual Service Improvement and Risk plans
• Matrix and line management experience