Business Unit:  IT Operations
Salary range: £40,000 to £52,000 per annum DOE
Location:  UK – Hybrid - Occasional travel to a Virgin Money UK Hub when required (Glasgow, Newcastle, London). 
Contract type: Permanent

Our Team

We’re at our best when we have something to drive us forward, a belief that underlines who we are and what we do. Our Purpose. We want to make people happier about money – and that idea starts with every single one of us here at Virgin Money. Feeling Insatiably Curious about your next adventure? You might have just found it.

We're looking for an experienced Incident Manager to join our multi-disciplinary team to run major IT service incidents and restore our services to our customers and colleagues as soon as possible. You will have a passion for IT Service delivery and be able to think on your feet, absorb information quickly and make decisions in a fast changing, sometimes high-pressure environment.

This role requires the person to lead major service incidents to successful full-service recovery, record and monitor the progress towards a resolution for all incidents and potential subsequent problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.

What you’ll be doing

• Actively lead major service Incidents to ensure effective and timely service restoration through the Major Incident Management process, working with technical resolver teams and Service Managers to agree the appropriate actions to protect and restore service
• Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
• Ensure appropriate escalations ae undertaken in accordance with Bank policies
• Be involved in Post Incident Reviews (PIRs) helping to identify root cause, agree actions and actively track these actions to completion
• Provide accurate timely and relevant management reporting.
• Undertake continual service improvements of the Major Incident Management process.
• Help to integrate Major Incident Management with other functions within CIO, ensuring that resolver teams understand the Major Incident Management process and their role and responsibilities within that
• Will be required to work OOH/Standby to support incidents and major IT releases 24*7*365

We need you to have

• Proven experience leading major or high severity incidents in a complex, fast paced environment.
• Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
•  Excellent communication skills, able to translate technical detail into clear business impact updates for senior stakeholders.
• Strong decision-making skills under pressure, with the ability to prioritise and coordinate multiple workstreams.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

If we’re lucky to receive a lot of interest, we may close the advert early, please ensure to submit your applications as soon as possible.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.   

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.