We are seeking an experienced Interim ITIL Incident & Problem Manager to lead major incident response, define best‑practice, and drive measurable improvements in service resilience across a complex enterprise technology environment.
This is a high‑impact role for a delivery‑focused contractor who can operate hands‑on, influence senior stakeholders, and embed sustainable improvements in Incident and Problem Management.Client Details
Michael Page Technology are proud to be partnered exclusively with a large, complex UK-based organisation operating mission‑critical technology services, currently investing in the maturity and resilience of its IT Operations and Service Management function.
The organisation runs a diverse, enterprise‑scale technology estate and is seeking specialist contract expertise to deliver measurable improvements in incident response, service stability, and operational performance.Description
As the Interim ITIL Incident & Problem Manager, you will define and deliver strategy and roadmap, aligned to enterprise service management objectives.
You will design, implement, and continually optimise end‑to‑end Incident Management processes, including incident detection and alerting, prioritisation, categorisation, and triage.
Regular stakeholder communication will be a central aspect of the role, with you managing relationships with the wider Technology team, and senior leaders across the organisation.
In terms of this, you will act as the central authority for Incident and Problem Management, engaging service owners, support teams, senior stakeholders, and third‑party suppliers to drive rapid resolution and improvement.
You will have significant impact upon Incident lifecycle governance, evidence capture, and transition into Problem Management.
This transition will focus on designing and embedding a robust Problem Management framework, ensuring high‑quality root cause analysis (RCA).
You'll ensure that actions are owned, tracked, and delivered, and that lessons learned are embedded across services.
In addition you will lead Major Incident Management for P1 and P2 incidents, coordinating technical triage, engaging resolver teams, and driving incidents to resolution.
You will provide clear, confident communications to senior stakeholders during and after major incidents, and produce actionable operational reporting and KPIs, evidencing service performance and improvement.
Teamwork will be key, as you will collaborate with service owners to identify systemic issues and prioritise service maturity improvements.
From a vendor management perspective, you will manage and coordinate third‑party suppliers and technology partners during incidents and problems.
You will bring ideas to the table, driving opportunities for automation in incident detection, response, and resolution.Profile
As the successful candidate for the Interim ITIL Incident & Problem Manager role, you should have:
Proven experience (3-5+ years) delivering enterprise‑level Incident and Problem Management within complex environments in an interim capacity.
Strong background in Major Incident Management, with excellent stakeholder engagement ability.
ITIL v3 or v4 certified (Incident & Problem Management).
Experience working with Service Management tooling, ideally Jira Service Management and/or ServiceNow.
Ability to translate complex technical issues into clear, business‑focused messaging.
Comfortable operating in environments that span IT, OT, and automation.
Outcomes‑focused, pragmatic, and able to challenge the status quo constructively.
You will be based local to Liverpool, given the requirement of being based 5 days per week on-site.Job Offer
£500 - £600 per day.
Outside IR35.
6 Month Contract (Likely Extension)