IT Incident and Problem Manager

Our client sits within the Utilities industry working in a highly regulated environment, and is seeking a proactive and experienced Incident and Problem Manager to join its IT Service Delivery function. This role is responsible for governing and executing incident and problem management processes, ensuring they are consistently applied, monitored, and aligned with organisational objectives.

You will drive service stability and continuous improvement by ensuring incidents are effectively managed, root causes are identified promptly, and corrective actions are implemented to prevent recurrence. The role also includes leading a team of internal staff and external service providers, fostering a high-performance and collaborative environment.

Own and oversee partner adherence to incident and problem management SLAs, acting as the client authority on Root Cause Analysis (RCA) quality and ensuring corrective actions are effective, timely, and aligned with contractual expectations.

Ensure incidents are managed efficiently and in line with best practices, driving rapid resolution, minimizing service disruption, and maintaining high service availability.

Lead robust problem management practices, ensuring high-quality RCAs, accurate root cause identification, and implementation of sustainable solutions to prevent recurrence.

Drive vendor accountability through regular service reviews, evaluating SLA performance, RCA quality, and continuous improvement opportunities to enhance overall service delivery.

Identify trends, risks, and improvement opportunities, leading initiatives that enhance incident prevention, streamline processes, and elevate service management maturity.

Lead, coach, and develop a high-performing incident and problem management team, fostering a culture of accountability, collaboration, and operational excellence.

Work closely with Service Delivery Managers, IT teams, and partners to integrate insights from incidents and problems into broader service strategies and improvement plans. Excellent management upwards and downwards.

Deliver clear, data-driven reporting and insights to IT leadership, leveraging tools such as ServiceNow, and communicating effectively with both technical and non-technical stakeholders.

• Proven experience in a management role within IT service delivery, with a strong focus on incident and problem management.
• Solid practical knowledge of ITIL frameworks, particularly across incident, problem, and service management disciplines.
• Demonstrated expertise in Root Cause Analysis (RCA) and implementing effective corrective actions.
• Strong analytical and problem-solving capabilities, with a focus on continuous improvement.
• Excellent communication skills, with the ability to engage and influence both technical and non-technical stakeholders.
• Experience driving process optimisation and improving incident and problem management workflows.
• ITIL 4 Practitioner

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