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Major Incident Managerat CDW Careers (UK)

Job ID: 
Post Date: 
11 Jan 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.


Major Incident Managers are crucial to IT service operations. When something goes really wrong, they provide immediate support by commanding and controlling Major Incidents. A successful Major Incident Manager needs to be proactive, cooperative, constructive and precise, needs to be able to ask the right questions and create communication bridge among stakeholders at all levels.


What you’ll do:

                    Ownership and management of Major Incidents in line with the defined procedures

                    Leading, driving, facilitating and chairing all investigation activities and conference calls – on a calm manner even under pressure

                    Be the driving force to mitigate Major Incident impact via workarounds and solutions

                    Deliver concise and factual communication and status updates to all levels of internal and external stakeholders

                    Provide support for internal teams (Service Desk and NOC) to ensure effective handling of the incident throughout its lifecycle

                    Support Problem Management with thorough analysis and trending of major incidents, identify any areas of difficulty or areas for improvement which result in a quality service to the customer

                    Produce monthly analytical and performance reports for internal and external stakeholders

                    Member of an Out of Hours On-Call rota to react to Major Incident situations and enable an appropriate communications mechanism to impacted business lines

                    Identifying and escalating IT security concerns to ensure they are mitigated by suppliers or addressed by our internal security team

                    Ensure effective interaction with Change and Problem teams to maintain alignment of functions

                    Conduct periodic MIM process reviews to maintain or exceed industry standards and as a means of continually improving the quality of the service

                    Be the Major Incident subject matter expert


What you need to succeed:


                    Evidence of experience in a similar role or as a senior member of a team/department responsible for delivering incident management to a customer entity

                    Able to demonstrate working within an ITIL framework and achieved at least ITIL Foundation accreditation

                    A background in leadership to be able to coordinate high-end technical resources to deliver incident resolution in a critical situation

                    Proven understanding of Service Management Methodologies, toolsets and best practices to support the end to end major incident process

                    Effective written and verbal communication skills

                    Ability to document and report on Major Incident activity from performance statistics to operational guides and processes

                    Innovative and proactive thinking with constant focus on service quality and improvements. Confidence to propose and implement initiatives which deliver business benefit

                    Demonstrable ability to work as a member of a team delivering other ITIL related services


Nice to have:

                    A keen interest in IT Service Management as a career path

                    A solid understanding of related processes – Problem, Change etc.

                    Excellent organisational, analytical and problem solving skills

                    Self-Motivated and proactive with attention to detail and respect for deadlines

                    Show confidence and assertiveness in chairing Major Incident conference calls with both internal and external audiences

                    Excellent communication and interpersonal skills to support conversations with customers and senior management in a meeting or on a one-to-one basis

                    Ability to handle high pressure situations whilst multi-tasking


Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 


What you can expect from us: Culture, coworkers, careers:

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.


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