Location
Central London with requirement to be office based 3 days per week (subject to business availability). Some travel to main hubs in Salford, Birmingham, and London will be required.

Hours
Full Time - 37 hours per week across 5 days. Working patterns will be agreed with local line managers in line with business and operational needs. There is a voluntary Out of Hours rota.

Salary
£53,081 per annum

About the Role
HM Courts and Tribunals Service (HMCTS) Digital and Technology Services (DTS) is seeking a Major Incident Manager to lead and coordinate incident management activities within the Live Operations team. This permanent role offers the opportunity to be part of building and implementing a new digital operating model at the heart of HMCTS. You will lead efforts to restore normal service operations quickly, minimise business impact, and maintain service quality and availability. The role involves managing significant outages and crises, working closely with technical teams, workplace services, infrastructure, applications operators, and communication managers to resolve incidents effectively.

The Major Incident Manager supports service performance, operational resilience, user experience, and continuous improvement through effective incident management practices. You will analyse incident and operational data to identify trends and improvement opportunities, produce reports, and ensure lessons learned are embedded. The role requires a flexible, collaborative approach and reports directly to the DTS Incident Management Lead. While there are currently no line management responsibilities, this may change in the future.

HMCTS offers a supportive working environment with excellent training opportunities, flexible working options, and an inclusive culture where your opinion is valued.

Experience
- Experience of Major Incident Management within a large operational environment
- Experience using service management, monitoring, or reporting tools
- Experience using service performance data and metrics to support continual improvement
- Strong understanding of Service Management Frameworks principles and ITIL environment
- Experience working collaboratively with senior management and multi-disciplinary teams
- Experience working in large, complex organisations
- Proven track record of delivering significant change to improve business effectiveness
- Strong problem-solving and analytical skills
- Ability to engage with senior stakeholders and represent your work effectively

About You
You are a strong communicator with excellent written and spoken skills, able to influence and negotiate effectively. You enjoy working with delivery-focused, agile multidisciplinary teams and contribute positively to wider communities. You take ownership and initiative, work collaboratively, and are committed to continual service improvement. You have a flexible and collaborative approach to operational delivery and are motivated to support service resilience and user outcomes.

Qualifications
- ITIL v4 qualification is desirable
- Either a strong technical background with high technical knowledge of workplace products and/or infrastructure services, or a strong business background with understanding of HMCTS users and technology
- Security Clearance (SC) level will be required upon appointment