Have you ever thought about advancing your career with an organisation that operates on a global scale to deliver a first-class service for the UK government and our international partners? A career where you’ll use your management skills, understanding of business processes and service orientated mind-set as you manage any significant outages and crises that arise throughout our operation. A career where you’ll deliver your objectives in a complex organisation which is at the forefront of the government’s response to events which threaten the United Kingdom’s security and prosperity. If you’re looking for your job, but bigger, this could be your next move.

As a trusted government partner we work on a huge range of projects, and help protect the UK’s interests around the world. We design and construct secure government buildings. We help earthquake-proof embassies. We courier diplomatic packages across continents. We keep complex projects on track, and on budget. We store visa applications securely in the Cloud. And a whole lot more besides. It’s exciting work – and you could play a vital part as you take on a role that supports the success of our security operation.

Deliver the incident management that supports our critical security work

Working closely with network engineers, infrastructure engineers and other IT subject matter experts, it’ll be your task to provide professional, integrated and effective major incident and problem management to our customers and internal delivery teams. Day-to-day, this will involve managing, owning and issuing all relevant communications, chairing conference calls and expediting any appropriate escalations. You’ll also lead the daily operations briefing and weekly service review, and identify the timelines and targets for recovery actions.

Your other responsibilities will be varied, and include developing workarounds and methods of speeding up the recovery of an incident, identifying any additional support that could add value to the function’s work, and performing root cause analysis and preventative management. Following a major incident, we’ll expect you to participate in an in-depth review, and conduct in-depth fact finding and trend analysis to identify root causes, underlying issues and reoccurring incidents. You’ll also ensure that key support information and databases are kept up to date, and coordinate the technical expertise and activities during any incidents that arise.

Use your communication skills to deliver results in a fast-paced environment

A confident, decisive and motivating communicator, and capable of working under your own initiative in a fast-paced, high pressure environment, you’ll be a superb IT and application trouble-shooter. Committed to delivering accurate, consistent and high quality work at all times, you’ll possess excellent change and release, customer service, incident and operational management skills, and be capable of producing top quality technical papers and documents.

When it comes to qualifications, we’ll look for an NVQ Level 3, A levels, AS Levels or an HNC, and a minimum of ITIL Foundation, and it’s essential that you have experience of working in IT in a technical service management environment. Practical understanding of ServiceNow’s IT Service Management tool would be an advantage, as would working knowledge of ISO 9001, ISO 20000 and ISO 27001. In addition, an Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation would be desirable.

Grow your career in the biggest way possible

When you join us, you’ll be contributing to protecting the nation’s interests at home and overseas. How will we help you in return? We offer a competitive salary and a Civil Service pension. Depending on business need, we can accommodate some hybrid working between the office and home. While on-site, you’ll have access to an on-site gym, nursery, canteen, and we offer interest-free loans on season tickets and bikes to help you get there. Above all else, we can offer your job, bigger. As our Major Incident Manager, you’ll be working on projects that help us protect people, information and assets around the world. Using your skills in a way that just means more.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve a minimum of Security Check (SC) clearance. You can find out more about vetting on our website: https://www.fcdoservicescareers.co.uk/how-to-apply/

To find out more about us and what a career with FCDO Services can offer you, please visit: fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.


Hanslope Park based posts attract a Location Allowance of £1,750 per annum.

FCDO Services are regulated by the Civil Service Commission.