Major Incident Manager

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IVC Evidensia UK

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2011

🏥 Healthcare

📦 Logistics

🍽️ Food & Beverage

Healthcare • Logistics • Food & Beverage

IVC Evidensia UK is a global leader in veterinary care, operating approximately 2,500 locations across 20 countries. Founded in 2011, the company is dedicated to providing outstanding care for animals, investing in its people and practices to promote clinical excellence. IVC Evidensia focuses on creating a rewarding work environment for veterinarians, emphasizing local service delivery and continuous professional development through education and strong community engagement.

📋 Description

• Lead the end-to-end management of major and critical incidents, ensuring timely service restoration and minimising business impact. • Coordinate real-time triage, diagnosis, recovery activities, and decision-making across multiple teams. • Provide clear, concise, and timely communications to stakeholders at all levels, including senior leadership. • Manage operational and service risks throughout the incident lifecycle. • Produce accurate incident reporting, timelines, service impact assessments, and post-incident reviews. • Drive robust root cause analysis and ensure corrective actions are identified, tracked, and delivered. • Chair regular Problem Review meetings and work closely with Technology teams to address recurring issues. • Identify trends, patterns, and opportunities for improvement to enhance service stability and reduce future incidents. • Champion ITIL best practice and foster a culture of collaboration, accountability, and continuous improvement.

🎯 Requirements

• Proven experience managing Major Incidents within a large, complex technology environment. • Strong knowledge of Incident and Problem Management processes, ideally aligned to ITIL principles. • Experience leading conference bridges and coordinating cross-functional technical teams during high-severity incidents. • A calm, organised, and decisive approach when working under pressure.

🏖️ Benefits

• Healthcare Cash Plan • Cycle to Work scheme • Green Cars salary sacrifice scheme • Voluntary benefits: choose from a range of benefits to suit you • Discounted staff pet care • Access to discounts/cashback with hundreds of participating retailers