We’re partnering with a critical infrastructure organisation within the utilities sector to appoint an Incident & Problem Manager into a newly created, high‑impact role within IT Service Delivery.
This is an opportunity to own and evolve incident and problem management governance across a complex, multi‑vendor environment where service stability really matters.
What You’ll Be Doing
* Acting as the client-side authority for Incident & Problem Management
* Driving best‑practice ITIL processes across incidents, problems and RCAs
* Holding suppliers to account on SLAs, RCA quality and corrective actions
* Leading post‑incident reviews and preventing repeat issues
* Line‑managing and developing a high‑performing service management team
* Partnering with Service Delivery, Infrastructure and senior stakeholders
* Delivering clear reporting and insight to IT leadership
What We’re Looking For
* Proven Incident & Problem Management leadership experience
* Strong understanding of ITIL frameworks (ITIL 4 desirable)
* Experience managing outsourced IT service partners
* Confidence overseeing Root Cause Analysis and service improvements
* Excellent communication skills across technical and non‑technical audiences
* Background in enterprise, regulated or CNI environments preferred
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