Major Incident Manager

Kingfisher • Lower Southampton Township, PA

8d • Hybrid

About The Position

Kingfisher is seeking a Major Incident Manager to lead responses to high-impact IT incidents, from initial assessment through to service restoration. The role works across technical teams, third-party suppliers, and stakeholders to keep incidents controlled, consistent, and auditable while minimising disruption to services supporting Kingfisher and its customers.

The position is based at the B&Q Head Office just outside Southampton, with a minimum expectation of 12 days per month in the office. The role also requires out-of-hours support on a rotating schedule, one week in five. The successful candidate will perform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational Command Centre, and the business.

Kingfisher uses a hybrid working model that combines home working with in-person collaboration. Around 60% of time will involve in-person collaboration. The company describes its workplace as inclusive and offers a competitive benefits package and opportunities for career development.

Requirements

• Previous experience in a Major Incident Manager role or managing major incidents in a large IT organisation.
• Proven ability to lead incident response and make clear, prioritised decisions in high-impact situations.
• Experience using IT service management tools such as ServiceNow or Jira.
• Clear written and verbal communication skills, including reporting for senior leaders and working confidently with customers and stakeholders.
• ITIL certification and the ability to apply ITIL-aligned service management practices.

Nice To Haves

• Experience of on-call working, ideally including Duty Management responsibilities.

Responsibilities

• Take end-to-end ownership of major incidents, driving rapid assessment, prioritisation, escalation, and service restoration.
• Lead cross-functional technical teams and third-party suppliers through high-impact incidents.
• Establish and manage incident bridges or war rooms, maintaining control, pace, and clear accountability throughout resolution.
• Act as the single point of communication for stakeholders, customers, and senior leaders, providing clear and timely updates.
• Drive workarounds or permanent fixes, assessing emergency changes needed to restore or protect services.
• Identify and progress actions that reduce the risk of major incidents recurring.
• Hand over unresolved root-cause investigations to Problem Management.
• Chair Major Incident Reviews and track actions to completion.
• Perform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational Command Centre, and the business.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed