Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage major incidents and problems, ensuring effective resolution and communication.
- Company: IQUW is a leading specialty insurer at Lloyd's, combining data and expertise for smart decisions.
- Benefits: Enjoy hybrid working, competitive salary, 25 days holiday, and professional development support.
- Why this job: Join a dynamic team focused on continuous improvement and impactful problem-solving in IT services.
- Qualifications: Experience in Major Incident Management, strong leadership skills, and ITIL certification preferred.
- Other info: Work in a hybrid model with 3 days in the office and 2 days remote.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
About us
IQUW is a speciality (re)insurer at Lloyd's (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast. ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer's needs.
The role
We are seeking a proactive and experienced Major Incident and Problem Manager to take ownership of our Major Incident and Problem Management processes. This role is critical in reducing operational disruption, improving service reliability, and driving continuous improvement across IT services. The ideal candidate will have a strong process ownership and communication mindset, ensuring that incidents are managed effectively while also implementing problem management strategies to prevent recurrence. We currently operate a hybrid working model. This entails 3 days per week collaborating with colleagues in the office, and 2 days working from home.
Key responsibilities
- Major Incident Management
- Own and manage the end-to-end Major Incident process, ensuring efficient and effective response, resolution, and communication.
- Act as the primary point of escalation during major incidents, coordinating technical teams, vendors, and business stakeholders.
- Lead incident response calls, driving quick resolution while minimising business impact.
- Ensure timely and clear communications to stakeholders, including senior leadership, throughout the incident lifecycle.
- Conduct post-incident reviews (PIRs), identifying root causes and ensuring follow-up actions are tracked and implemented.
- Work closely with Risk, Governance, and Compliance teams to align incident and problem management activities with broader risk management strategies.
- Ensure that major incidents and problem trends are assessed for potential risks and recorded in the appropriate IT Risk Register.
- Problem Management
- Own and develop the Problem Management process, driving a culture of proactive issue resolution.
- Identify trends, recurring issues, and systemic problems, implementing corrective actions.
- Work with technical teams to conduct root cause analysis (RCA) and ensure long-term fixes are implemented.
- Maintain a problem register, tracking known errors and ensuring effective resolution.
- Develop and maintain Problem Management reports, tracking trends, root causes, and recurring issues.
- Use data-driven reporting to highlight areas for improvement, measure the impact of problem resolution efforts, and support risk mitigation.
- Provide regular insights and analysis on major incidents, problems, and known errors to senior management and key stakeholders.
- Ensure that incident and problem resolution actions are followed through, holding teams accountable for agreed remediation plans.
- Escalate non-compliance or delays in remediation to senior management where necessary, ensuring a culture of accountability.
- Implement governance mechanisms to track problem resolution progress and ensure timely completion of corrective actions.
- Continuous Improvement & Governance
- Drive a reduction in major incidents and recurring issues through data-driven analysis and targeted interventions.
- Collaborate with service owners and support teams to improve incident response times and problem resolution strategies.
- Develop and deliver process training and awareness sessions to ensure adoption across IT teams.
- Own and maintain incident and problem management policies, processes, and procedures.
- Provide regular reports on incident and problem trends, KPIs, and improvement initiatives.
Qualifications, skills and experience
- Proven experience in Major Incident and Problem Management in a complex IT environment.
- Strong leadership and decision-making skills under pressure.
- Proven track record of leading incident resolution from the front in large or complex organisations.
- Experience in process ownership and creation, with a track record of improving and embedding Major Incident & Problem Management.
- Strong analytical skills with experience in root cause analysis and trend identification.
- Excellent stakeholder management, able to communicate effectively at all levels, including to the Executive.
- ITIL v3/v4 certification (Managing Professional preferred).
Benefits
- Competitive Benchmarked Salary
- 25 days holiday
- Discretionary bonus scheme
- Employee assistance programme
- Annual holiday buy (up to 3 extra days)
- Salary sacrifice benefits
- Annual benefits reviews
- The option for professional qualifications and study support
Additional Information
A full job description can be seen here.
IT Service Manager (Incident, Major Incident, Problem) employer: IQUW Group
Contact Detail:
IQUW Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager (Incident, Major Incident, Problem)
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially ITIL v3/v4, as this role heavily relies on these methodologies. Understanding the principles behind Major Incident and Problem Management will give you a solid foundation to discuss during interviews.
✨Tip Number 2
Prepare to showcase your experience in leading incident resolution. Think of specific examples where you've successfully managed major incidents, highlighting your leadership skills and decision-making abilities under pressure.
✨Tip Number 3
Brush up on your analytical skills, particularly in root cause analysis and trend identification. Be ready to discuss how you've used data-driven insights to improve processes and prevent recurring issues in past roles.
✨Tip Number 4
Network with professionals in the IT Service Management field. Engaging with others can provide valuable insights into industry best practices and may even lead to referrals or recommendations for the position.
We think you need these skills to ace IT Service Manager (Incident, Major Incident, Problem)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Major Incident and Problem Management. Use specific examples that demonstrate your leadership skills and ability to manage incidents effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with their needs, particularly in reducing operational disruption and improving service reliability.
Highlight Relevant Certifications: If you have ITIL v3/v4 certification or any other relevant qualifications, be sure to mention these prominently in your application. This shows your commitment to professional standards in IT service management.
Showcase Communication Skills: Since the role requires excellent stakeholder management, provide examples of how you've effectively communicated during major incidents. Highlight your ability to convey complex information clearly to various audiences.
How to prepare for a job interview at IQUW Group
✨Understand the Major Incident Process
Familiarise yourself with the end-to-end Major Incident Management process. Be prepared to discuss how you would handle major incidents, including your approach to communication and coordination with technical teams and stakeholders.
✨Showcase Your Problem Management Skills
Highlight your experience in Problem Management, particularly in identifying trends and implementing corrective actions. Be ready to provide examples of how you've successfully resolved recurring issues in previous roles.
✨Demonstrate Leadership Under Pressure
Prepare to discuss situations where you've had to lead incident resolution under pressure. Emphasise your decision-making skills and how you maintain clear communication with all parties involved during a crisis.
✨Emphasise Continuous Improvement
Talk about your commitment to continuous improvement in IT services. Share specific examples of how you've driven improvements in incident response times or problem resolution strategies in past positions.
