Senior Manager, Major Incident Management

Job Description

Job Req ID: 54477

Posting Date: 23rd December 2025

Function: Service

Location: London, Belfast, Sheffield

Salary: Competitive

Please note you must either hold or be eligible for SC (Security Clearance) & NPPV 3 Clearance for this role, which will require a minimum of 5 years working history in the UK to be eligible.

Why this job matters

As Major Incident Senior Manager, you play a critical role in protecting service continuity for BT’s UK Business Managed Services customers, including blue light services and critical national infrastructure. Leading the Major Incident Management team, you will drive calm, decisive responses to high-severity incidents, managing executive-level escalations and complex crisis situations where speed, clarity, and leadership are essential. Your actions directly safeguard customer trust, protect the BT brand, and have a measurable impact on EBITDA through reduced downtime and effective incident resolution.

What you’ll be doing

• 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.

The skills you’ll need

CommunicationProblem SolvingIT OperationsIncident ManagementPerformance Management

What we'd like to see on your CV

• 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

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 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)

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.