Senior Manager, Major Incident Management
BT Group
full-time
Posted on:
Location Type: Hybrid
Location: Sheffield • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £NaN per year
Job Level
Senior
Tech Stack
Swift
About the role
- Lead and own Major Incident response as the top-level escalation point, coordinating 24x7 customer bridges and driving rapid restoration of mission-critical and blue light services.
- Manage senior stakeholders through clear, structured communication, ensuring timely updates for customers, internal teams, and executive leadership during incidents.
- Drive operational and supplier transformation initiatives, using major incident insights to improve efficiency, resilience, and overall service performance.
- Collaborate across BT lines of business to enable effective decision-making, protect the BT brand, and support swift service recovery.
- Embed enhanced root cause analysis and continuous improvement practices to prevent incident recurrence and enhance end-to-end incident management capability.
Requirements
- Demonstrated experience leading highly skilled teams and providing clear, effective command and control during critical, high-pressure incidents.
- Excellent stakeholder and customer relationship skills, with the ability to communicate clearly and influence at all levels up to and including MD and executive leadership.
- Sound commercial and risk management capability, including ownership of group risk controls, strategic risk management, and awareness of financial drivers affecting service performance.
- Well-developed technical and service management knowledge, including ITIL-based major incident management, familiarity with networks, voice, and security, and experience of ISO audits and supplier performance management.
- A continuous improvement mindset, with evidence of problem-solving, root cause analysis, and driving operational and supplier performance enhancements.
Benefits
- Competitive salary
- 15% on target bonus
- 25 days annual leave, plus bank holidays
- Pension scheme (5% from you, 10% from BT)
- Car allowance
- Private healthcare for you and your family
- From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
- Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
- 2 weeks paid carer’s leave
- Flexible benefits
- Employee discounts (50% off EE mobile pay monthly or SIM only plans)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
major incident managementroot cause analysiscontinuous improvementservice managementITILrisk managementsupplier performance managementnetwork knowledgevoice technologysecurity knowledge
Soft skills
stakeholder managementcustomer relationship skillsclear communicationinfluencecommand and controlproblem-solvingdecision-makingteam leadershipoperational efficiencyresilience