Incident & Problem Manager (Managed IT Services)

We are seeking an experienced Incident & Problem Manager (Managed IT Services) to oversee incident and problem management across a diverse portfolio of Managed IT Services. This role is central to ensuring effective coordination between internal teams, vendors, partners, and customers, enabling the timely resolution of incidents and driving continuous service improvement. You will play a key role in enhancing customer relationships, improving service delivery, and maintaining ITIL-aligned best practices. 

As a person you will be curious and proactive, a creative problem solver, a confident communicator and collaborative team player with a passion for continuous development.

Key Responsibilities

• Manage the end-to-end lifecycle of incidents, primarily for our SaaS based Service, acting as the central point of coordination ensuring timely resolution and effective communication.
• Relay communications between internal teams, vendors, partners, and customers both verbally and in written context.
• Co-ordinating projects internally and externally, engaging end users and vendors.
• Lead proactive and reactive problem management, including root cause analysis and post-incident reviews. Identify trends and implement preventative measures to reduce recurring incidents.
• Drive service enhancements and continuous improvement across multiple services. 
• Ensure adherence to ITIL best practices and contribute to service reporting and governance.

Requirements

• Proven experience in Incident and Problem Management within a Managed Services environment.
• Strong understanding of ITIL frameworks (v4 or v5) and certification at Foundation level or above.
• Experience working with enterprise vendors such as IBM, RedHat and Microsoft and knowledge of their products.
• Excellent communication and stakeholder management skills.
• Ability to manage high-pressure situations and major incidents effectively.
• Strong analytical and problem-solving skills.
• Participation in an on-call rota for escalated incidents.