Major Incident Manager


  1. London
  2. Technology
  3. Permanent
  4. Clifford Chance

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Job description

Job Description

Job Purpose Summary

This is a multi-faceted role within the IT Service Management team.

The role is responsible for the oversight and management of our Incident and Problem Management processes and directly manages all in-scope Major Incidents, working closely with our London based technical leads. It is also heavily focused on enhancing the reliability of services and, consequently, the productivity of employees by identifying opportunities and collaborating with the wider IT Team(s) to implement the necessary improvements through Experience Level Management.

The role is also responsible for providing clear guidance and direction to our Incident and Problem Management teams in Bangalore and works closely with our other core process roles to ensure that our Incident, Problem, Request, Change and Release Management processes dovetail appropriately. As such, the role holder must also retain a strong working knowledge of our Request, Change & Release Processes to cover the full suite of core processes where necessary.

The Major Incident and Experience Manager will be required to provide out-of-hours, on-call Major Incident Management as part of a rota.


Key Responsibilities:

  • Major Incident Management within shift and OOH on rotation. 
  • Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources to bring about the efficient and effective restoration of service. In addition to managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Major Incident and Experience Manager is highly customer-focused and can effectively communicate with people across all levels of IT management.
  • Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management. Also, play an active role in the Experience Management Group (XMG) - chairing the forum where required.
  • Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents and identifies general trends. Work with technical teams using this data to drive root cause elimination as part of an incident reduction programme.
  • Retain a working knowledge of the Change and Release Management processes to enable appropriate feedback/decisions on Changes linked to Major Incidents and to ensure that the processes within this area, in general, dovetail appropriately and remain fit for purpose.
  • Compile, review and present regular MI (operational reporting, global KPIs, service reporting) through PowerBI, ServiceNow and MS Products.
  • Guide and manage the outsourced Incident and Problem Management teams.
  • Ensure the Incident and Problem Management processes and templates are clear, fit for purpose, communicated and followed.
  • Work towards targets and ensure documentation is produced in a timely and accurate manner.


Skills & Experience

  • Experience of managing major, and complex, system failures and issues. This will include demonstrable, and structured, diagnostic and problem-solving skills.
  • Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations.
  • Ability to analyse complex technical information to identify patterns and trends that can lead to a swift resolution of incidents.
  • Deep knowledge of service management processes, particularly Incident, Problem and Change Management.
  • Dealing with complex operational IT issues, ensuring that they are resolved and communicated in an effectively and timely fashion.
  • Proficiency in risk management and conducting post-incident reviews to prevent future occurrences.
  • Experience in continuous improvement initiatives to enhance system stability, performance and the customer experience.
  • Experience implementing and the on-going management of Experience Level Agreements.
  • Working in high-pressured projects to tight timescales.
  • Producing statistics and reports through PowerBI, ServiceNow and MS Products, reflecting the performance of an operational service.
  • Maintaining appropriate, accurate and robust templates, processes and documentation.
  • Experience of using ServiceNow as a Service Management toolset.
  • Awareness of local and regional sensitivity issues.
  • Familiarity with cloud services and managing incidents in a cloud-based environment.
  • Ability to work collaboratively with diverse teams across different geographical locations.
  • Strong negotiation skills to manage expectations and resolve conflicts among stakeholders.
  • Exceptional customer service and working relationships with other technical and non-technical teams.
  • Experience of managing third party teams, ideally in India.
  • Ideally ITIL qualified to a v3/4 foundation level at a minimum and Experience Level Management certification.
  • Ability to work on your own initiative, find service issues, and work with teams to resolve them.
  • Experience working with a large user base, approximately 8,000 users.
  • Strong client-facing skills, including excellent written and verbal communication skills.
  • Excellent organisation, communication, and presentation skills.
  • Experience in developing and conducting training sessions for IT staff to improve incident and problem management skills.
  • Experience in managing service level agreements (SLAs) and ensuring compliance with contractual obligations.
  • Strong analytical skills to interpret and leverage data to improve service delivery and the customer experience.
  • Proactive, resilient and comfortable with change


Professional Expertise


  • The post-holder should be qualified to minimum of ITIL Foundation (v4) level.

Written and Verbal Communications

  • Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
  • Excellent verbal and interpersonal communications skills – some form of customer-facing interaction or consulting experience is a plus.


Core Competencies

Analytical Thought & Problem Solving

  • Makes decisions that solve the immediate problem and prevent it from occurring again
  • Prepares for potential problems and contingencies in case things go wrong
  • Takes prompt action to resolve problems quickly
  • Makes pragmatic and practical decisions about how centrally driven initiatives should be implemented locally. 
  • Uses all relevant sources of information, including the team and other colleagues, to generate solutions

Communicating and Influencing

  • Uses a range of different influencing techniques
  • Takes account of different needs and concerns in order to effectively persuade others
  • Communicates effectively with the team through structured meetings and reviews
  • Resolves conflict and delivers feedback in an assertive and transparent way

Commitment and Self-Motivation

  • Monitors and reviews the quality of service that is provided in order to ensure that it meets/exceeds client expectations. 
  • Resolves any problems with clients confidentially and professionally
  • Remains positive even if progress is slow and solutions are diluted
  • Demonstrates a drive towards continual personal growth and development

Organising and Managing Resources

  • Manages multiple work streams/projects/roles and team members simultaneously
  • Ensures own and others' time is spent on activities that add the most value
  • Reviews plans regularly, adapting to current or future setbacks and obstacles
  • Recognises and plans for bottle necks and resource challenges in project plans

Working Relationships

  • Is a valued member of networks outside their immediate team
  • Demonstrates credibility and influence with senior clients or stakeholders
  • Initiates new client relationships
  • Takes responsibility for growing the reputation of the team

Organisational/Strategic Thinking

  • Demonstrates an understanding of what different departments do and how they work together
  • Demonstrates an understanding of the firm's priorities - the factors which impact business performance - and the consequences of this for implementation. 
  • Recognises unspoken constraints within the firm - what is and is not possible in certain situation 
  • Demonstrates a good understanding of clients' operational and environmental pressures, priorities and objectives.

Company Description

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.


Hybrid Working

This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.

Additional Information

Equal opportunities statement

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.  This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.




  1. London

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