Incident & Problem Manager – Managed IT Services

About the role

We are looking for an experienced Incident & Problem Manager to lead the end‑to‑end management of incidents and problems across our Managed IT Services portfolio. The role sits at the heart of service delivery, coordinating internal teams, vendors and customers to ensure swift resolution and continuous improvement.

Key responsibilities

• Own the full lifecycle of incidents for SaaS‑based services, acting as the central coordination point.
• Communicate incident status and resolutions verbally and in writing to internal teams, vendors, partners and customers.
• Coordinate internal and external projects, engaging end‑users and third‑party suppliers.
• Lead proactive and reactive problem management, including root‑cause analysis and post‑incident reviews.
• Identify trends, implement preventative actions and drive service enhancements.
• Maintain adherence to ITIL best practices and contribute to service reporting and governance.

Required profile

• Proven experience in Incident and Problem Management within a Managed Services environment.
• Strong understanding of ITIL (v4 or v5) with Foundation level certification or higher.
• Experience working with enterprise vendors such as IBM, RedHat and Microsoft.
• Excellent communication and stakeholder‑management abilities.
• Ability to perform under pressure and manage major incidents.
• Willingness to participate in an on‑call rota for escalated incidents.

Required skills

• ITIL framework knowledge.
• Familiarity with IBM, RedHat and Microsoft product suites.
• Incident and problem management processes.
• Analytical and problem‑solving capabilities.