Incident Manager | S-3 | Chief Information & Resilience Office | Unity Place

Incident Manager | S-3 | Chief Information & Resilience Office | Unity Place | Country: United Kingdom IT STARTS HERE

Santander ( is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Santander Digital Services is the team of technology and operations at Santander. We are convinced of the importance of technology that is aligned with the requirements of the business and that out work not only brings value to users, people and communities but also fosters individual creativity. Our team of over 7,000 people in 8 countries (Spain, Portugal, Poland, UK, USA, Mexico, Chile and Brazil) develops and/or implements financial solutions across a broad spectrum of technologies (including Blockchain, Big Data and Angular among others) on all kinds of on-premises and cloud-based platforms.

THE DIFFERENCE YOU MAKE

Santander UK is looking for an Incident Manager based out of Milton Keynes or Glasgow. To oversee the end-to-end management of Major Incidents and Problems across complex infrastructure environments, ensuring rapid service restoration and minimal business disruption. The role coordinates with technical teams, technical & business stakeholders and incident response activities, driving consistent timely resolution, effective communication and root cause analysis. It also supports continuous service improvement by identifying trends, preventing recurring incidents and strengthening operational resilience across production services. We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas.

To succeed in this role, you will be responsible for:

• Lead Major Incident & Problem Management delivery, coordinating resolution efforts, driving recovery and mitigation actions, and ensuring effective stakeholder communication.
• Work with technical support teams in diagnosing issues, restoring services and manage incident recovery activities.
• Provide clear and timely communication to senior stakeholders throughout the incident lifecycle.
• Monitor compliance and quality of the Major Incident & Problem management processes, controls and Service Level Agreements (SLAs).
• Support and drive post-incident reviews to identify root causes and pursue corrective and preventative actions.
• Collaborate across technology, business, and third-party teams to drive effective service delivery.
• Analyse incident trends and performance metrics to support continuous service improvement and operational resilience.
• Build effective service performance reporting with strong data foundations.
• Support and guide incident response teams, contributing to the development and enhancement of incident management practices and procedures.
• Lead a high-performing team, fostering a culture of collaboration, accountability and continuous improvement.
• Drive audit response and compliance with ownership of regulatory communications.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PROFESSIONAL EXPERIENCE

• Significant experience managing and resolving IT incidents and Business Crisis events within complex environments. (Required)
• Proven experience in incident investigation, troubleshooting and implementing measures to prevent recurrence. (Required)
• Experience coordinating major incident responses across multiple technical and business stakeholders. (Required)
• Knowledge and practical experience of contingency planning, disaster recovery and service resilience activities. (Required)
• Understanding of system and software testing, including planning, execution and quality assurance activities. (Preferred)
• Risk Management, including operational, security, compliance, and service resilience risk controls. (Required)
• Knowledge and experience of business crisis management, including responding to and recovering from critical events. (Required)
• Demonstrable experience and knowledge across multiple technologies, with the ability to communicate technical issues to non-technical audiences. (Required)

EDUCATION

• Degree in computer science or equivalent professional qualification or work experience. (Preferred)

LANGUAGES

• Spanish (Preferred)

Hard Skills

• ITIL Service Management frameworks, processes, and governance. (Required)
• IT Incident Management, including major incident coordination, escalation, tracking, and resolution. (Required)
• Business Crisis Management, including triage, business impact assessments (Required)
• Problem Management, including root cause analysis, trend analysis, and preventative action planning. (Required)
• Service Level Management, including the development, monitoring, and reporting of SLAs and OLAs. (Required)
• IT Service Portfolio Management, including service design, service transition, and service lifecycle management. (Required)
• IT Risk Management, including operational, security, compliance, and service resilience risk controls. (Required)
• Service Performance Management, including KPI development, service reporting, monitoring, and continual service improvement methodologies. (Required)
• Vendor and Third-Party Service Management, including contract management, supplier governance, and performance management against service obligations. (Required)

Soft Skills

• Strong analytical thinking and problem-solving skills to assess complex issues and determine effective solutions. (Required)
• Excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders. (Required)
• Strong stakeholder management and collaboration skills when coordinating incident response activities. (Required)
• High attention to detail and accuracy when managing incidents, reporting and operational processes. (Required)
• Being proactive in taking ownership and accountability for service restoration and incident outcomes. (Required)
• Effective planning, organisation and prioritisation skills to manage competing demands and meet deadlines. (Required)
• Sound decision-making skills to manage competing demands and meet deadlines. (Required)
• Leadership and mentoring capability to support, guide and develop less experienced colleagues. (Required)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

Salary Range: £56,000.00 - £84,000.00 per annum (depending on experience) This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• 30 days’ holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• £6,000 car allowance per year
• Company funded individual private medical insurance
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans.
• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
• Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow. To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles). When applying, please consider the travel distance, time and cost to your chosen office location(s).

Right to work in the UK

All candidates must have the right to work in the UK to commence employment with Santander.

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