Job Description

Contract type: Permanent
Location: Alderley Park
Working style: Hybrid 50% home/office based
Closing date: 2nd July 2026

We are seeking an experienced Major Incident Management Lead to join Royal London to take accountability of our Major Incident Command Centre who run both our Group Incident Management framework, all IT Major Incidents and Problem Management. The role has overall accountability for incident management, major incident management and problem management processes across our technology and group estate.

This is a high-impact leadership role with direct responsibility for managing and developing a team delivering major incident management and problem management with oversight of incident management across the group. The role holder will personally lead Group Major Incidents, IT Major Incidents, Problem investigations as well as leading others to do the same bringing together technical teams, business stakeholders and senior leaders to deliver timely and effective outcomes.

About the role

• Lead the end-to-end management of Group & IT major incidents, ensuring rapid response, clear communication and effective resolution.
• Own and enhance the incident management, major incident management and problem management processes, including governance, continuous improvement, alignment to best practice and management of associated risks and controls.
• Operate as the central command point during incidents, coordinating multi-disciplinary teams across Technology and the wider group.
• Provide clear, concise updates to senior stakeholders, maintaining confidence and transparency throughout incident lifecycles
• Be accountable for major incident reviews, identifying root causes and driving continuous improvement to reduce recurrence
• Lead through your wider team to deliver proactive problem management activities, including trend analysis and problem solving for high severity problems
• Build strong relationships across Technology, Risk and Business teams to improve preparedness and resilience
• Lead, manage and develop a team responsible for group business and IT major incident management, problem management building capability, embedding best practice and creating a high-performing service.
• Oversight of incident management as a wider group process.

About you

• Proven experience leading major incident management in a complex, enterprise environment
• Proven people leadership experience, with a track record of managing, developing and leading teams in a complex operational environment
• Strong stakeholder management skills, with the ability to communicate effectively at all levels, including senior leadership
• Experience coordinating cross-functional technical teams under pressure
• Solid understanding of IT service management frameworks (e.g. ITIL)
• Ability to make decisions quickly in high-pressure situations, balancing risk and business impact
• Strong analytical skills with experience leading major incident reviews, proactive problem management, trend analysis and continuous improvement
• A collaborative mindset with a proactive and solution-focused approach
• Trained and experienced in structured problem solving techniques with a proven track record in this arena.
• Open to a future on-call rota arrangement.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background. We are open to job shares if that is way of working that is of interest to the right candidate.