Overview

Major Incident Manager and Senior Problem Manager

Are you an experienced Incident / Problem Manager seeking a new exciting opportunity? If so please apply today!

My client is a leading professional services organisation looking for an excellent Incident / Problem Manager to manage IT issues across infrastructure and applications on a Global landscape. You will have working experience of the ITIL framework and ideally certified in ITIL V4. You will be the main escalation point for major IT issues, including mentoring Incident Managers and you will mobilise a virtual team of IT managers and their staff to identify root cause, manage and fix issues as they arise. You will end up being the main go to for the Problem Management practice as they have established Incident and problem processes but one of your 1st jobs would be to make sure the processes are best of breed. Anyone who has set these processes from inception before would be of interest. You will formulate and agree an action plan and communicate with business stakeholders at every stage. Must be a self-starter with excellent stakeholder management and be an individual who can influence.

Role is based in Central London and you would be expected to be in the office 50% of the time.

Responsibilities

• Manage IT issues across infrastructure and applications on a Global landscape.
• Act as the main escalation point for major IT issues.
• Mentor Incident Managers and mobilise a virtual team to identify root cause, manage and fix issues as they arise.
• Act as the main go-to for the Problem Management practice and drive process improvements to ensure best-of-breed capabilities.
• Formulate and agree an action plan and communicate with business stakeholders at every stage.
• Maintain a strong stakeholder management approach and be able to influence across the organisation.
• Based in Central London with expectation to be in the office 50% of the time.

Qualifications

• Experience with the ITIL framework; ideally ITIL v4 certified.
• Proven track record in Incident and Problem Management at scale.
• Experience establishing or improving Incident/Problem processes; familiarity with governance and process design is beneficial.
• Strong stakeholder management and ability to operate in a global, cross-functional environment.