Head of Major Incident & Incident Management

I am looking for a Head of Major Incident & Incident Management to join a large-scale Technology Operations function in Belfast. This is a senior leadership role within a growing command hub environment, offering the opportunity to build and shape a high-impact operational capability.

This position goes beyond day-to-day incident coordination. I am seeking someone who can define strategy, strengthen governance, and embed a modern, data-driven approach to service stability across a complex technology estate.

You will lead a team of Major Incident Managers and Incident Managers, ensuring high-quality service restoration during critical incidents while driving continual improvement across the wider incident lifecycle. Executive-level communication and stakeholder management will be a key part of the role.

Key experience required:

• Strong background leading a Major Incident or Incident Management function
• Deep understanding of ITIL-aligned frameworks
• Advanced ServiceNow expertise, including optimisation and reporting
• Experience driving automation and AI adoption within operational environments
• Ability to deliver clear, confident communication during high-pressure incidents
• Proven experience operating within complex, matrix-managed organisations
• Strong focus on data, KPIs, and reducing incident volumes

You will act as the subject matter expert for Major Incident Management, chair technical bridges during critical outages, partner closely with Problem Management, and lead initiatives that reduce repeat incidents and improve overall resilience.

This is a full-time, office-based position in Belfast, offering a salary of up to £95,000.

If you are a strategic operational leader who enjoys improving processes, building high-performing teams, and driving measurable service improvements, I would be keen to speak with you.

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