Job Description
Senior IT Problem & Major Incident Manager
Location: Glasgow | Hybrid: 3 days on-site / 2 days from home
Department: Information Technology – IT Governance
Our client, a global leader in their industry, is seeking an experienced Senior IT Problem & Major Incident Manager to join their growing IT Governance team. This is an exciting opportunity to play a pivotal role within a truly international operation, working alongside colleagues across the globe.
You’ll be part of a high-performing global team, reporting to the IT Change & Service Manager. While the role carries no direct line management responsibilities, it does require excellent stakeholder engagement and the confidence to represent the UK region across global forums.
The Opportunity
As the Senior IT Problem & Major Incident Manager, you’ll take ownership of the full problem management lifecycle, driving timely resolution, reducing business impact, and ensuring robust root-cause analysis. Alongside this, you will provide major incident management expertise within the UK timezone, supporting the organisation during critical, high-pressure situations.
This role is ideal for someone who thrives in a fast-paced, complex environment and relishes the chance to influence and improve IT service stability on a global scale.
What We’re Looking For
Essential Experience & Qualifications
* 5+ years’ hands-on experience in Problem Management
* 7+ years in Major Incident and Critical Situation Management (preferred)
* ITIL 4 Foundation certification (required)
* ITIL 4 Problem Management and/or Incident Management certifications (preferred)
* Strong understanding of ITIL 4 principles and practices
* Proven analytical and problem-solving capability
* Exceptional written and verbal communication skills
* Ability to translate complex technical issues into clear, actionable insights for technical and non-technical stakeholders, including senior leadership
* Experience implementing or transitioning Problem Management within ServiceNow is a strong advantage
If you’re a seasoned IT Problem & Major Incident Manager looking to make a real impact within a global technology environment, we’d love to hear from you.