Major Incident Management Lead

Country: United Kingdom

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The Major Incident management lead is responsible for delivering the Major incident strategy, process, and operational delivery to an ITIL standard to ensure we maintain a professional Incident Management capability. The MIM lead will work as part of a team who is able to manage multiple processes and identify areas of improvements to ensure the MIM capability remains professional and efficient.

You will report into the Head of Incident and Problem Management - this is a critical leadership role which is key to the ongoing stability and reliability of our IT operations with the opportunity to further progress your career with us here at Santander.

The difference you’ll make:

• Leading a team of over 8 Major Incident professionals across the UK acting as the senior SME for Major Incident Management
• Driving the simplification and standardisation of processes & procedures
• Governing the distribution incident communications across the IT estate
• Providing strong leadership and direction in promoting best practices across the organisation
• Driving a continual service improvement mentality across operations with a focus on improving the incident management processes
• Partnering with key stakeholders such as infrastructure and business engagement managers to ensure services remain stable and best in class

What you’ll bring:

• Managing Major Incident & Incident Management for multiple customers
• Experience of managing a large major incident management team
• Excellent understanding of ITIL (V3 or V4) or equivalent
• Driving continuous improvement and implementing new processes and procedures to benefit IT operations
• Technical knowledge of the general IT infrastructure layers

It would also be nice for you to have:

• A proven communicator able to liaise with the Senior Leadership
• Experience of using Incident Management Toolsets
• Ability to prioritise workloads in a pressurised environment

What else you need to know:

This role is based in Milton Keynes

We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location.

We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

If you’re interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.

Application process

If your application is successful a member of our recruitment team will be in touch. We will arrange a short call with you to learn more about you and what you are looking for from your next career move, as well as answer any questions you have about working in the Santander tech team. If both sides agree we will send your CV to the hiring manager to review. For this position, the interview process will be :–

1st Stage – Technical Interview – this will a 30min technical interview with one of the team

2nd Stage – A one-hour formal interview where we will ask both technical and competency-based questions. This can be done virtually or face to face depending on your situation.

If there’s anything we can do in the recruitment process to help you achieve your best, please let us know.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.

As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.

• Eligible for a discretionary performance-related annual bonus.
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
• 30 days’ holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
• £6,000 car allowance per year.
• Company funded individual private medical insurance.
• Voluntary healthcare benefits at discounted rates such as private medical insurance for your family, dental insurance, and health assessments.
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans. 
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.

Learn more about our benefits and family friendly policies

What to do next:-

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.