Key Notes
Major-incident management covers DfT’s critical digital services, coordinating outages, restoration and improvement. The permanent HEO role pays £35,663 and offers full-time hours of 37 weekly, with part-time work from 30 hours. Hybrid working currently expects 60% workplace attendance; occasional travel may involve overnight stays. Applications close 14 September 2026, and DfT does not offer visa sponsorship.
What You'll Work On
- Lead the response to significant digital-service outages and crises, coordinating restoration activity across technical teams, service providers and stakeholders.
- Maintain clear incident communications so users and senior stakeholders understand impact, progress and restoration status.
- Actively manage incident queues and ensure response activity follows established IT service-management practice.
- Work with problem-management and operational teams on root-cause analysis, recurring issues and permanent fixes.
- Identify service-improvement opportunities and improve the tools, processes and practices used to manage future incidents.
Why This Role Matters
- DfT’s critical digital services support departmental operations; coordinating major incidents reduces disruption to users while technical teams restore normal service.
- Recurring service failures are examined with problem-management and operational teams, so incident evidence informs root-cause work and improvements intended to reduce future disruption.
What They Are Looking For
- Experience: Experience coordinating or supporting high-priority incidents in a live operational environment is required.
- Technical: Required experience covers IT-event monitoring, response and escalation in complex technology environments.
- Experience: Leading or contributing to problem management, including root-cause analysis, recurring issues and preventative measures, is required.
- Experience: Line and/or task management and identifying, leading or implementing service improvements are required.
- Stakeholder: Engaging technical and non-technical stakeholders, influencing decisions and managing expectations are required.
- Qualification: Candidates must hold, or be willing to work towards, ITIL V4 Foundation or higher, or ISO 20000 accreditation, alongside practical IT-service-management understanding.