Job Description

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We encourage change, have a challenger mindset, foster innovation and nurture a welcoming, inclusive and supportive community. In this environment we allow you to bring your best-self to work every day, helping you to achieve your goals, grow your career and reach your full potential.

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a competitive salary depending on experience + a car allowance, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

How you’ll change it up

As a Lead Major Incident Manager, you will hold a pivotal role in CityFibre, acting as the escalation point for Major and Critical Incidents. Your primary responsibility will be to ensure that SLA/KPI targets are met and services are efficiently delivered within an ITIL framework. With a strong focus on stakeholder management and service restoration, you will play a key role in driving service improvement initiatives.

Day to day, this is some of what you can expect to be doing:

• Ensure the Major Incident Management (MIM) process is followed during Major Incidents.
• Constantly review Major Incident practices for efficiencies and areas of improvement.
• Engage collaboratively with internal teams to ensure adherence to internal processes such as risk, compliance, and audit.
• Utilise technology to issue communications and manage key stakeholders effectively.
• Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls.
• Form collaborative action plans with specific actions, roles, and deadlines, ensuring completion.

What you’ll bring to the role

You’ll also bring the following with you:

• Proven experience in creating and evolving Major Incident (MI) practices and processes.
• Utilisation of efficiencies and smart technologies to enhance the stakeholder experience within MI practices.
• Expertise in implementing Continual Improvement methodologies to enhance the Major Incident function.
• Demonstrated ability to embrace change and implement it swiftly within the MI context.
• Experience in managing complex Major Incident teams and crafting effective customer communication bulletins.
• Confidence in engaging with Executive Team members and conveying information in a non-technical manner.

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

Additional Information

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing careers@cityfibre.com. We’re here to support you in changing up your career.