Major Incident Manager & Team Lead - Systems Integrator

Ready to lead a high-performing sales development team driving digital transformation?

Join a leading provider of intelligent managed services and secure communication solutions, empowering organisations to modernise and connect through innovative technology. The organisation is recognised for their excellence in cloud, collaboration, and cybersecurity solutions that transform enterprise operations.

If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Act as the Major Incident Manager for all Priority 1 and Priority 2 incidents, leading coordination from detection to resolution.
• Communicate clearly and confidently with customers, executives, and internal teams during major incidents.
• Own and continually refine the Major Incident Management process to ensure operational excellence.
• Conduct post-incident reviews, lead root cause analysis (RCA) sessions, and drive corrective actions.
• Manage and support a team of 9–10 first-line engineers within the 24/7 operational support centre.
• Hold regular one-to-ones and performance reviews, supporting development and engagement.
• Drive accountability for service quality, call response times, and ticket management.
• Identify training needs and implement development plans for continuous upskilling.
• Participate in the on-call rota (one week in four) to ensure 24/7 coverage.

Skills / Must Have:

• Clearable to NPPV3 level
• Happy to do on call 1 in 4
• Previous major incident management experience
• MSP/external customer experience

Nice to have:

• ITIL 4 Practitioner certification.
• Experience working in network, infrastructure, or cloud technology environments.
• Background in Critical National Infrastructure or large-scale managed services.
• Exposure to RCA and continuous improvement frameworks.

Benefits:

• On-call allowance of £250 per week when on rotation.
• Hybrid working with 3 days per week in the Manchester office.
• Opportunity to develop within a growing and collaborative operational environment.
• Continuous training and development programs designed to enhance both technical and leadership skills.

Salary: 

• Competitive salary up to £40,000 depending on experience.