What Youll Be Doing

• Leading and supporting the Major Incident Management team.

• Ensuring all incidents progress through to resolution within SLAs.

• Managing escalations when required. Delivering executive summaries during P1 incidents.

• Producing weekly and monthly MI reporting.

• Updating and maintaining process documentation.

• Driving continuous improvement across the MIM function.

• Providing leadership, mentoring, and coaching.

• Collaborating with cross-functional teams.

• Escalating issues to the Head of Major Incident Management.

• Managing team performance and reporting quality.

• Identifying future skills requirements.

• Expanding knowledge across Capita services.

Essential Skills & Experience

• Significant experience managing major incidents in complex environments.

• Competent in delivering executive summaries during P1 incidents.

• Strong background in ITIL-aligned Incident Management.

• Experience supporting both public-sector and private-sector clients.

• Knowledge of ITSM tools.

• Experience with Microsoft 365 including SharePoint and Teams.

• Understanding of incident and problem management interaction.

• ITIL awareness.

You Will Also Have

• Strong documentation and communication skills.

• Ability to stay calm and make decisions under pressure.

• Strong leadership and people-management.

• Excellent stakeholder engagement.

• Analytical problem-solving skills.

• Continuous-improvement mindset.

How This Role Demonstrates Capitas Values

Customer First Always

• Ensuring timely resolution of incidents within SLA.

• Providing clear executive summaries during P1s.

• Improving processes impacting customer outcomes.

Fearless Innovation

• Driving continuous improvement.

• Enhancing process documentation.

Achieve Together

• Leading, mentoring, and coaching the team.

• Collaborating with other business teams.

• Supporting colleagues during high-pressure incidents.

Everyone is Valued

• Managing performance with fairness and transparency.

• Supporting knowledge sharing and development.

• Creating a supportive environment during critical incidents.

Join Capita Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UKs most recognized organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectorsgovernment, healthcare, education, and financeoffering you the chance to contribute to projects that impact millions of lives. At Capita, youll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. xbpsjku

Were committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities.

Whats in it for you?

• ??Office based Belfast

• ??CompetitiveSalary - on call allowance

• ??23 days holiday, rising to 27 (pro rata) plus the option to buy more after qualifying period

• ??Paid volunteering daywith a charity of your choice

• ?? Generousfamily leave policies including 15 weeks fully paid maternity, adoption, and shared parental leave

• ?????Cycle2Work scheme, pension, life assurance, and more

?? Customer first, always?????? Fearless innovation?? Achieve together??? Everyone is valued