High Severity Service Incident (Major Incident) Manager
Technical Support, University Hospitals Leicester
High Severity Service Incident (Major Incident) Manager
Technical Support, University Hospitals Leicester

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

Due to the nature of the role, working alongside our colleagues in one of the largest NHS Trusts in the UK there will be the expectation of hybrid working (2 days Onsite and WFH)


  • Driving the efficiency and effectiveness of High Severity Service Incidents (HSSI) / Major Incident (MI) and Service Management processes.
  • Manage the HSSI process, owning HSSI from initiation through to resolution
  • Manage and report on the RCA process.
  • Support the Business Continuity and Disaster Recovery processes.
  • Maintain and update knowledge management and other tools on a regular basis – detailing known issues & their work-around detailing common/recurring issues & resolution steps
  • Working alongside the Problem Manager ensure the effectiveness of Problem management, making recommendations for improvement.
  • Actively drive and contribute towards Continual Service Improvement by delivering the actions of the CSI/SIP
  • Manage communication with stakeholders , build strong relationships with stakeholders through honest and open dialogue
  • Provide periodic reporting on HSSI’s
  • Provide support for service escalations



What you'll need:


  • An understanding of Service Management tools, functionality and ways of working.
  • Proven experience of supporting large user base over multiple locations.
  • Comprehensive experience of IT Service Delivery and Operations, with knowledge of Service Desk, Desktop support and Infrastructure support functions.             
  • ITIL v3/v4 Foundation


  • ITIL v3/4 Capability or Lifecycle is desirable
  • IT qualifications or relevant experience

...and finally:

Our focuses on Clients, Teamwork and Foresight are in our DNA and we are looking for someone who shares and embodies these core values, leading by example.

We don't look for finished articles. We look for people who want to continue their growth alongside NTT DATAs.

To support your hard work and dedication, we will offer you the following:

  • A people focused business
  • Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
  • A varied client base

…And much more!

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

University Hospitals Leicester

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Simon Williams, CEO, NTT DATA UK

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