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- Tasks: Lead major incident responses and improve problem management processes.
- Company: Join one of the UK's most recognisable brands in a dynamic environment.
- Benefits: Enjoy a £400 daily rate, hybrid work model, and a chance to make an impact.
- Why this job: Perfect for those who thrive under pressure and want to drive meaningful change.
- Qualifications: 3+ years in major incident or problem management with strong ITIL knowledge.
- Other info: 6-month contract with one day per week in Milton Keynes.
The predicted salary is between 96000 - 144000 £ per year.
Seeking an experienced Major Incident and Problem Manager for a 6-month contract. You will be central to the service operations team, owning and improving both the major incident and problem management functions alongside a team.
If you thrive in structured, high-pressure environments and bring a calm, assured presence during service disruption, this role will give you a clear platform to make an impact.
The opportunity:
- Develop, lead, and embed effective processes for major incident and problem management.
- Ensure high-quality coordination and governance across the function.
What you’ll focus on:
- Leading the response and coordination of major incidents, ensuring services are restored quickly and safely.
- Running post-incident reviews to embed lessons learned and identify improvements.
- Governing the problem management process and overseeing root cause analysis.
- Chairing problem reviews and influencing senior stakeholders across Group Technology.
- Driving continuous improvement across tooling, reporting, and process maturity.
- Documenting and maintaining the major incident and problem management framework.
- Providing guidance and training to colleagues on best practice.
What we’re looking for:
- A strong background in ITIL-based service operations, with a focus on major incident and problem management.
- At least 3 years’ experience in a dedicated major incident or problem management role.
- Strong written and verbal communication skills, with the ability to influence senior stakeholders.
- Confidence operating in a fast-paced environment with competing priorities.
- Experience producing clear executive-level reporting and service summaries.
This role is offered on a 6-month contract, paying £400 per day inside IR35, with a hybrid working model that requires one day per week on site in Milton Keynes.
If this sounds like the right fit for your skill set and availability, I’d welcome a confidential conversation. Please reach out directly for more details.
Incident and Problem Manager employer: Jobtraffic
Contact Detail:
Jobtraffic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident and Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL principles, especially those related to major incident and problem management. Being able to speak the language of ITIL during your conversations will demonstrate your expertise and understanding of the role.
✨Tip Number 2
Prepare to discuss specific examples from your past experience where you've successfully managed major incidents or led problem management initiatives. Highlighting your achievements will help you stand out as a candidate who can deliver results.
✨Tip Number 3
Research the company’s current service operations and any recent incidents they may have faced. This knowledge will allow you to tailor your discussions and show that you're proactive and genuinely interested in their challenges.
✨Tip Number 4
Network with professionals in the field, particularly those who have experience in similar roles or environments. Engaging with others can provide insights and potentially lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Incident and Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in ITIL-based service operations, particularly in major incident and problem management. Use specific examples that demonstrate your ability to lead responses and coordinate major incidents.
Craft a Compelling Cover Letter: In your cover letter, emphasise your strong written and verbal communication skills. Mention how you have influenced senior stakeholders in previous roles and provide examples of your experience with post-incident reviews and root cause analysis.
Showcase Relevant Experience: When detailing your work history, focus on your last three years in dedicated major incident or problem management roles. Highlight any achievements related to continuous improvement in tooling, reporting, and process maturity.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience in high-pressure environments. Be ready to discuss specific incidents you've managed and the outcomes of those situations, as well as your approach to training colleagues on best practices.
How to prepare for a job interview at Jobtraffic
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL principles, especially in relation to major incident and problem management. Be prepared to discuss specific examples from your past experience where you've successfully applied these principles.
✨Demonstrate Calm Under Pressure
Since the role requires a calm presence during service disruptions, share instances where you've effectively managed high-pressure situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Stakeholder Engagement
Given the need to influence senior stakeholders, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've previously engaged with stakeholders to drive improvements or resolve issues.
✨Emphasise Continuous Improvement
Be ready to talk about your approach to continuous improvement in processes and tools. Share examples of how you've identified areas for enhancement and implemented changes that led to better outcomes in your previous roles.
