Major Incident Manager - 6 months FTC

About Us 

IVC Evidensia is the UK and Europe’s leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners. 

At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment—at every stage of their career. 

As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business.  

Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect.

We're looking for an experienced Major Incident Manager to take ownership of our high-priority incident and problem management processes, ensuring service disruptions are resolved quickly, effectively, and with minimal business impact.

This is an exciting opportunity for someone who thrives in high-pressure environments, enjoys bringing people together to solve complex issues, and is passionate about driving continuous service improvement.

What You'll Be Doing

As our Major Incident Manager, you'll lead the response to critical technology incidents across a complex IT landscape, coordinating technical teams, suppliers, and business stakeholders to restore services as quickly as possible.

You'll be responsible for:

• Leading the end-to-end management of major and critical incidents, ensuring timely service restoration and minimising business impact.
• Coordinating real-time triage, diagnosis, recovery activities, and decision-making across multiple teams.
• Providing clear, concise, and timely communications to stakeholders at all levels, including senior leadership.
• Managing operational and service risks throughout the incident lifecycle.
• Producing accurate incident reporting, timelines, service impact assessments, and post-incident reviews.
• Driving robust root cause analysis and ensuring corrective actions are identified, tracked, and delivered.
• Chairing regular Problem Review meetings and working closely with Technology teams to address recurring issues.
• Identifying trends, patterns, and opportunities for improvement to enhance service stability and reduce future incidents.
• Championing ITIL best practice and fostering a culture of collaboration, accountability, and continuous improvement.

What We're Looking For

We're keen to hear from candidates who can demonstrate:

• Proven experience managing Major Incidents within a large, complex technology environment.
• Strong knowledge of Incident and Problem Management processes, ideally aligned to ITIL principles.
• Experience leading conference bridges and coordinating cross-functional technical teams during high-severity incidents.
• A calm, organised, and decisive approach when working under pressure.

Why Join IVC?

At IVC, you'll have the opportunity to make an immediate impact within a business that relies on technology to support thousands of colleagues and customers every day. You'll work alongside talented teams, help shape service excellence, and play a key role in improving operational resilience across the organisation.

If you're an experienced Major Incident Manager looking for your next challenge on a 6-month FTC, we'd love to hear from you.

What’s in it for you? 

At IVC Evidensia, we’re committed to supporting your development and wellbeing.

When you join us, you’ll benefit from: 

A role with real business impact supporting teams across the organisation 

Clear career pathways with progression opportunities within Central Functions and beyond 

Ongoing learning and development supported by tailored programmes and resources 

A collaborative, values-led culture focused on care, innovation, and continuous improvement 

Flexible working with a remote first working policy

Benefits 

Healthcare Cash Plan 

Cycle to Work scheme 

Green Cars salary sacrifice scheme 

Voluntary benefits: choose from a range of benefits to suit you 

Discounted staff pet care  

Access to discounts/cashback with hundreds of participating retailers 

Diversity, Equality, Inclusion and Belonging 

At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.