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- Tasks: Lead incident management, problem investigations, and change control processes for Iomart's service desk.
- Company: Iomart is a top UK Secure Cloud Managed Services Provider with over 25 years of expertise.
- Benefits: Enjoy a competitive salary up to £53,000, plus benefits and opportunities for growth.
- Why this job: Join a dynamic team focused on service stability and continuous improvement in a fast-paced environment.
- Qualifications: Experience in ITIL-based roles and managing major incidents in high-pressure settings is essential.
- Other info: This role includes an on-call rotation for 24/7 coverage of critical incidents.
The predicted salary is between 36000 - 60000 £ per year.
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About the Company
iomart is the UK’s leading Secure Cloud Managed Services Provider. We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.
- We have over 25 years expertise in data centre and cloud services
- Over 600 skilled professionals and turnover over £127m
- Our HQ is in Glasgow and offices across the UK.
- We provide critical services across all public and private sectors
About the Role
The Incident, Problem & Change Manager is a key role within the service desk/service operations function, responsible for leading the end-to-end management of major incidents, problem investigations, and change control processes across the Iomart service desk portfolio. The role ensures that service impacting issues are effectively managed, root causes are identified and resolved, and changes are controlled and communicated with minimal risk to service quality. This role requires close collaboration with service desk teams, technical support groups, account management, and client stakeholders to drive service stability and continuous improvement. The successful candidate will also participate in an on-call rotation to ensure 24/7 coverage of critical incidents.
Responsibilities
- Lead and coordinate the resolution of major and high-priority incidents, ensuring swift service restoration and minimal business impact.
- Chair major incident review calls and drive timely updates to stakeholders, including senior leadership and customers.
- Ensure adherence to the incident management process, SLAs, and escalation protocols.
- Maintain detailed records of incident timelines, communications, and resolution outcomes.
- Perform root cause analysis (RCA) on recurring or significant incidents, ensuring underlying issues are identified and addressed.
- Drive the implementation of long-term fixes and preventive measures across technical and operational areas.
- Maintain and track the problem register, ensuring problems are prioritized and progressed appropriately.
- Collaborate with technical teams to analyse incident trends and proactively identify potential service risks.
Change Management
- Support the planning, risk assessment, and execution of changes within the managed cloud environment.
- Act as a gatekeeper in CAB (Change Advisory Board) meetings to ensure changes meet compliance and operational standards.
- Work with project managers and service owners to align changes with customer expectations and minimal service disruption.
Qualifications
- Experience in ITIL-based Incident, Problem, and/or Change Management roles within a service provider or cloud infrastructure environment.
- Proven experience managing major incidents in high-pressure environments, including out-of-hours support.
- Strong understanding of ITIL v3 or v4 frameworks and service management best practices.
- Experience working with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, Jira, Opsgenie).
- Excellent communication, stakeholder management, and analytical skills.
- Ability to lead cross-functional teams during incidents and post-mortem activities.
Pay range and compensation package
Salary: up to £53,000 DOE + Benefits
Equal Opportunity Statement
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
What to do next
Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
IT Services and IT Consulting
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Incident, Problem & Change Manager employer: iomart
Contact Detail:
iomart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident, Problem & Change Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially v3 and v4, as they are crucial for the Incident, Problem & Change Manager role. Understanding these principles will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Network with current or former employees of Iomart on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your discussions with the hiring team.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed major incidents in high-pressure environments. Highlighting your experience with tools like ServiceNow or Jira will show that you're well-equipped for the technical aspects of the role.
✨Tip Number 4
Demonstrate your analytical skills by being ready to talk about how you've performed root cause analysis in past roles. This will showcase your ability to identify underlying issues and implement long-term solutions, which is key for this position.
We think you need these skills to ace Incident, Problem & Change Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL-based Incident, Problem, and Change Management roles. Emphasise your ability to manage major incidents and your familiarity with tools like ServiceNow or Jira.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role at Iomart. Mention specific experiences that demonstrate your skills in leading incident resolution and collaborating with cross-functional teams.
Showcase Your Analytical Skills: Provide examples of how you've performed root cause analysis on significant incidents in the past. Highlight any long-term fixes or preventive measures you implemented to improve service stability.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with high-pressure situations and your approach to stakeholder management. Be ready to discuss your understanding of ITIL frameworks and best practices.
How to prepare for a job interview at iomart
✨Understand ITIL Frameworks
Make sure you have a solid grasp of ITIL v3 or v4 frameworks, as this role heavily relies on these principles. Be prepared to discuss how you've applied these frameworks in previous roles, especially in incident and change management.
✨Showcase Your Incident Management Experience
Highlight your experience managing major incidents, particularly in high-pressure environments. Be ready to share specific examples of how you led teams during critical situations and the outcomes of those incidents.
✨Prepare for Stakeholder Communication
Since this role involves significant communication with stakeholders, practice articulating complex technical issues in a way that non-technical stakeholders can understand. Think of examples where you've successfully communicated updates during major incidents.
✨Demonstrate Analytical Skills
Be prepared to discuss your approach to root cause analysis and how you've implemented long-term fixes in past roles. Employers will be looking for your ability to identify trends and proactively mitigate risks.
