Incident and Problem Manager

Incident and Problem Manager

• Location: Newport/ Hybrid
• Job Type: Full-time
• Salary: £62256

We are seeking a highly skilled Incident and Problem Manager to join our clients IT Service Delivery Team. This pivotal role focuses on overseeing the governance and effective execution of incident and problem management processes, ensuring alignment with the organisation’s objectives and fostering a high-performance environment.

Day-to-day of the role:

• Governance & SLA Management: Lead the oversight of partner adherence to incident and problem management SLAs, acting as the client-side authority on Root Cause Analysis (RCA) and corrective actions.
• Incident Management Oversight: Ensure incidents are managed promptly and in accordance with best practices, facilitating effective resolution processes and minimising service outages.
• Vendor Performance Management: Collaborate in regular service reviews with partners to assess SLA compliance, evaluate RCA outcomes, and identify opportunities for continuous improvement.
• Incident & Problem Resolution: Drive post-incident reviews, ensuring vendors deliver high-quality RCAs, identify root causes, and implement effective preventive actions.
• Problem Management Process Oversight: Enforce best practices in problem management, ensuring rigorous RCA methodologies are followed by partners.
• Team Leadership & Line Management: Lead and manage a dedicated team, providing coaching, mentorship, and fostering a collaborative environment focused on proactive problem resolution and operational excellence.
• Collaboration with Service Delivery: Work closely with Service Delivery Managers to integrate insights from incident and problem management into broader service delivery strategies.
• Reporting & Recommendations: Provide IT leadership with comprehensive reports and actionable insights on vendor performance, incident prevention, problem resolution, and overall service quality.
• Continuous Improvement: Collaborate with the wider IT team to identify opportunities for process enhancements and lead initiatives to continuously improve incident and problem management disciplines.

Required Skills & Qualifications:

• Proven experience in a management role within IT service delivery, focusing on incident and problem management.
• Solid understanding and practical experience with the ITIL framework, specifically in incident, problem, and service management processes.
• Strong analytical skills with a focus on conducting Root Cause Analysis (RCA) and driving corrective actions.
• Excellent communication skills, capable of engaging both technical and non-technical stakeholders.
• Experience in process improvement and an initiative-taking approach to optimising workflows.
• Desirable: ITIL 4 Practitioner in Incident and Problem Management.

If you are interested in this position please apply online or for more information please email