Major Incident and Escalation Manager

Milton Keynes (2-3 days per week on-site) 350- 450 per dayOutside IR35We''re looking for an experienced Major Incident and Escalation Manager to join a busy Service Operations team, taking ownership of critical incidents, high-priority service escalations and supplier performance issues across a complex IT environment. The role acts as a central point of coordination between business stakeholders, technical teams and third-party suppliers to ensure service issues are driven through to resolution. The RoleYou will be responsible for leading major incidents and operational escalations from initiation through to closure, ensuring effective communication, clear ownership and timely resolution throughout the process. You''ll work closely with service teams, suppliers and senior stakeholders whilst identifying opportunities to strengthen operational resilience and service performance. Key ResponsibilitiesManage Priority 1 and Priority 2 incidents and service escalations end-to-end. Act as the primary point of contact for stakeholders during major incidents and business-critical service disruptions. Coordinate technical teams, incident bridges and restoration activities.Drive supplier accountability and challenge performance where service commitments are not being met. Provide clear and proactive communications to business stakeholders and senior leadership. Track actions, risks, RCA activities and service improvement initiatives through to completion. Analyse recurring issues and ..... full job details .....