Location
National with hybrid working model allowing a balance between remote work and time spent in your local office. The only London location being recruited to is 10 South Colonnade, E14 4PU.

Hours
Full-time, 37 hours per week. Shift patterns rotated daily with early (7am-3pm), mid (9am-5pm), or late (11am-7pm) shifts. Includes participation in an out-of-hours standby rota with an on-call allowance and overtime payable for qualifying hours worked during incidents.

Salary
National: £42,914 - £46,182
London: £49,325 - £53,081

About the Role
As a Major Incident Manager within Justice Digital, Data and Science, you will be part of a warm and collaborative Digital & Technology Operations team. You will contribute to delivering a high-performing Major Incident Management service across the Ministry of Justice estate, including MoJ HQ, LAA, HMPPS, and HMCTS.

Your key responsibilities include controlling and managing IT High Priority and Major Incidents to resolution, building effective relationships with internal and external suppliers, stakeholders, and business users, and participating in a rotational standby rota.

You will operate and maintain incident management processes, drive resolution of major issues, communicate incident details timely, complete Major Incident Reviews, and support continual service improvements. You will also manage service continuity runbooks and represent the team on Change Advisory Boards and Early Live Support.

This role requires passing Security Check clearance and is available on a permanent basis at SEO grade.

Experience
Demonstrated ability to manage and resolve incidents independently or collaboratively with internal teams and suppliers, supporting workarounds or corrective actions, and ensuring timely communication with stakeholders and end-users.

In-depth knowledge of Service Management Framework principles, especially Incident, Problem, and Change Management, with the ability to apply this knowledge in project or programme activities.

Proven ownership and initiative in completing tasks and projects on time and to a high standard, identifying improvements and implementing solutions proactively.

Strong technical understanding relevant to the business technologies, with a commitment to continuous skill development.

Experience in continual service improvement by analysing processes, identifying optimisation opportunities, and leading service improvements.

User-focused approach with the ability to understand user needs based on evidence, translate user stories, and manage competing priorities effectively.

About you
Enthusiastic and collaborative team player with excellent relationship-building skills.

Ability to prioritise multiple high-priority incidents without compromising user experience.

Willingness to participate in out-of-hours standby rota and work flexible shifts.

Committed to diversity and inclusion, embracing the Ministry of Justice values of Purpose, Humanity, Openness, and Together.

Qualifications
Security Check clearance is required for appointment.

No specific formal qualifications are mandated, but relevant experience and technical knowledge in incident and service management are essential.

Applicants must be eligible to work in the UK as per nationality requirements.