Job vacancy: Problem & Major Incident Manager

Salary: up to £58,981
Holiday: 30 days + bank hols pa
Contract: Permanent
Location: Hybrid

up to £58,981 + generous pension

30 days +
bank holidays


Hybrid – Home and Birmingham

Job overview

Join us as a Problem and Major Incident Manager, utilising your expertise to effectively handle our organisation’s technology challenges and spearhead the response to critical IT incidents. Your key responsibilities will involve preventing incidents arising from technical errors, overseeing problem life cycles, and coordinating a skilled team of IT managers and experts to resolve major incidents. Staying updated on known errors and workarounds will be essential for supporting existing services and providing valuable insights to project teams

Download the full job description and person specification in PDF format.

What we are about

Our team’s success is rooted in a culture that values shared values and behaviours, which drive exceptional performance and outcomes. Collaboration, innovation, and continuous growth are actively encouraged in our environment. We undertake a wide range of projects related to Digital Service delivery, with a strong focus on ensuring an excellent colleague experience. We prioritise providing outstanding technical support and maintaining effective communication within our Digital and Technology Service and throughout the broader council. 

Our work environment is dynamic and fast-paced, dedicated to delivering high-quality results that meet the needs of our organisation, its users, and the citizens we serve. 

What you will do

Collaborating closely with the Service Operations Experience Lead, you will have a significant opportunity to shape and contribute to the vision of IT problem management and major incident management. With a focus on enhancing staff experiences, your role will involve actively participating in the development, documentation, and continuous improvement of the problem management process. The objective is to minimise the operational, cost, and user impact caused by problems.  

As part of your responsibilities, you will ensure the involvement of subject matter experts in problem assessment and evaluation during major incidents. This collaborative approach will help us effectively address and resolve issues. Additionally, you will prioritise the alignment of our problem and major incident management services with user needs. By proactively identifying potential problems, we can enhance our overall service delivery and prevent disruptions. 

Your expertise and contributions will be instrumental in building, maintaining, and operating problem and major incident management services that effectively meet user requirements. Together, we will strive for a transformative impact, fostering a seamless and efficient IT environment for our staff and optimising their experiences. 

We will support you with

  • An environment that values curiosity, autonomy and working in the open  
  • An engaged and supportive leadership with a clear vision  
  • Training and development opportunities to help you progress and be the best you can be  
  • An inclusive workplace committed to reflecting the public we serve  
  • A benefit package designed to promote a great work life balance   
  • Exposure to all digital and technology teams and services areas across the council 

About Us

This is an exciting time to be joining Birmingham City Council’s Digital and Technology Services Department. We are Europe’s largest local authority, and with unprecedented investment in people and digital, a solid strategy, empowering leadership and a newly redesigned service to get behind, we are building digital services centred on the needs of our citizens, business and communities that will deliver on Birmingham’s bold ambitions for the city of today and tomorrow. 

We are a multidisciplinary team at the heart of transforming public services for the UK’s second largest city. We create, develop, deliver and operate an exceptionally diverse range of services that have a direct impact on improving the lives of 1.2m residents every day. 

We are embracing and promoting a truly digital, human centred approach for the whole organisation, underpinned by collaboration, openness and innovation. We take advantage of unparalleled access to data, doing things at scale and using technology creatively to re-imagine the way services are delivered and build the digital council of the future. 

You must upload a Supporting Statement and CV via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your Supporting Statement and CV your application will not be considered.

For informal enquiries please contact Philip Giann (

If you require this document in an accessible format, please email the Culture & Capability team using