{"id":3402010,"url":"https://alion.io/job/kingfisher-major-incident-manager","title":"Major Incident Manager","company":{"id":13439,"name":"Kingfisher","domain":"kingfisher.com","url":"https://alion.io/company/kingfisher-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Southampton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":67000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-28T14:49:17Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T21:51:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Overview\nWe’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas to life. Guided by our purpose Better Homes, Better Lives, For everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.\nWe are looking for a new Major Incident Manager to join the team, to lead the response of high-impact IT incidents from initial assessment through to service restoration. Working across technical teams, third-party suppliers and stakeholders, you will keep incidents controlled, consistent and auditable while helping to minimise disruption to the services that support Kingfisher and its customers.\nThis role will be based at our B&Q Head Office just outside Southampton, with a minimum expectation of 12 days a month in the office. Out of hours support is also required in this role, every one week in five rotating with other MIMs in the team.\nWhat's the job?\nTake end-to-end ownership of major incidents, driving rapid assessment, prioritisation, escalation and service restoration.\n\nLead cross-functional technical teams and third-party suppliers through high-impact incidents.\n\nEstablish and manage incident bridges or war rooms, maintaining control, pace and clear accountability throughout resolution.\n\nAct as the single point of communication for stakeholders, customers and senior leaders, providing clear and timely updates.\n\nDrive workarounds or permanent fixes, assessing emergency changes needed to restore or protect services.\n\nIdentify and progress actions that reduce the risk of major incidents happening again.\n\nHand over unresolved root-cause investigation to Problem Management and chair Major Incident Reviews, tracking actions to completion.\n\nPerform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational Command Centre and the business.\n\nWhat you'll bring\nPrevious experience in a Major Incident Manager role/managing major incidents in a large IT organisation.\n\nProven ability to lead incident response and make clear, prioritised decisions in high-impact situations.\n\nExperience using IT service management tools such as ServiceNow or Jira.\n\nExperience of on-call working, ideally including Duty Management responsibilities.\n\nClear written and verbal communication skills, including reporting for senior leaders and working confidently with customers and stakeholders.\n\nITIL certification and the ability to apply ITIL-aligned service management practices.\n\nHow We Work\nWe believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average, around 60% of your time will involve in-person collaboration.\nWe value the perspectives new team members bring and encourage you to apply - even if you don’t meet 100% of the requirements.\nWhat We Offer\nAn inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.\nWe also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.\nDiversity & Inclusion\nOur customers come from all walks of life - and so do we. We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.\nInterested? 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