Duty Manager (DDaT Role: Major Incident Manager)
| Job Type | Contract |
| Location | London |
| Area | London, UK |
| Sector | Central Government |
| Salary | £600 Per Day |
| Start Date | February 4th, 2026 |
| Advertiser | Priyanka Dubey |
| Job Ref | 7314 - PSR1JP00099399 |
| IR35 | Inside |
| Security Clearance | DV |
- Description
- The Client:
A government department client is looking for a Duty Manager (DDaT Role: Major Incident Manager) to join them on a 6 month contract. This position will be based in London.
Job Summary:
In this role you will also be responsible for:
- Deliver 24/7 incident management, including MI response, Tier 2/3 escalation, and liaison with ITSOs.
- Lead and coordinate MI bridge calls, ensuring effective communication and engagement with technical teams, Product Owners, suppliers, and senior stakeholders.
- Oversee the restoration of critical IT services, validate recovery actions, and ensure all activities are fully documented in ServiceNow and MI dashboards.
- Maintain and evolve the governance framework for incident management, ensuring adherence to FCDO processes, standards, and continuous improvement.
- Act as the primary point of contact for Crisis Management Teams, regional IT support, and business owners during incidents and crises.
- Ensure timely, accurate, and transparent stakeholder communications throughout incident lifecycles.
- Manage handover protocols, ensuring continuity and accountability between shifts.
- Participate in and lead resilience drills, simulation exercises, and post-incident reviews to drive operational improvement.
- Support problem management, change management, and service continuity planning, contributing operational insights and lessons learned.
- Foster a culture of collaboration, knowledge sharing, and professional development within the Duty Manager team and across the wider directorate.
- Monitor and report on key performance indicators, including incident response times, stakeholder satisfaction, and documentation accuracy.
- Promote staff wellbeing, workload balance, and resilience within the team, proactively identifying and addressing risks of burnout.
The client also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.
Candidates who secure a role that is considered specialist/technical, may be required to affiliate to the relevant specialist network, if not already a member.
We are looking for someone with strong technical skills and a proven track record of leading Service Desk or ITSM functions, enabling the delivery of operational services, who can demonstrate the following:
We are looking for someone with:
Essential:
- Proven experience in ITSM leadership, incident management, and problem management.
- Strong analytical, problem-solving, and communication skills.
- ITIL 4 Managing Professional certification.
- Ability to work under pressure and manage multiple incidents.
- Experience leading and developing teams.
- Experience managing 24/7 operational coverage and shift rotas.
- Experience leading MI bridge calls and coordinating with suppliers and partners.
Desirable:
- Experience in crisis management and business continuity.
- Experience working in a large, complex, and global organisation.
An active DV clearance is required for this role. At a minimum, candidates must be eligible and willing to undergo security clearance. Due to the short-term nature of the contract and the urgency of the requirement, the client may prioritise applicants who already hold active DV clearance and meet all essential criteria.
Our Company:
Malikshaw Interim & Executive is a specialist provider of talent management solutions helping our clients transform the delivery of our public services. As an Equal Opportunities Employer, we combine providing the best talent with delivering diverse, inclusive workforces and particularly encourage applications from candidates who are likely to be underrepresented. These include people from Black, Asian and minority ethnic backgrounds, disabled people, LGBTQI+ people, and women.
How to Apply:
Please apply through the link provided to send your application directly to the Recruiter managing this assignment.
If you qualify for any of the above, please notify us on your covering letter and your recruiter will confirm if the client is a member. We will then be in touch to discuss your suitability and arrange your Guaranteed Interview.
Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.
- Deliver 24/7 incident management, including MI response, Tier 2/3 escalation, and liaison with ITSOs.
