Akkodis is a global leader in engineering, technology, and R&D, harnessing the power of connected data to drive digital transformation and innovation for a smarter, more sustainable future. As part of the Adecco Group, Akkodis employs over 50,000 engineers and digital specialists across 30 countries in North America, EMEA, and APAC.
Our teams bring extensive cross-sector knowledge in critical technology areas such as mobility, software services, robotics, simulations, cybersecurity, AI, and data analytics, enabling clients to tackle complex challenges in today’s rapidly evolving markets.
With a comprehensive solution portfolio across four service lines—Consulting, Solutions, Talents, and Academy—Akkodis supports clients from concept through to full-scale deployment and optimisation. Our diverse offerings help organisations rethink product development, accelerate productivity, reduce time-to-market, and prepare for the future.
At Akkodis, you’ll join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology.
Scope
The Service Management Office (SMO) is responsible for establishing, governing and continually improving service management practices across customer and internal service environments.
The function provides a consistent framework for delivering stable, efficient and customer-focused services in line with contractual commitments, operational standards and ITIL best practice.
The SMO encompasses disciplines including Service Desk Operations, Incident and Major Incident Management, Problem Management, Change Enablement, Request Fulfilment, Knowledge Management, Service Reporting and Continual Service Improvement.
Working across Service Delivery, Engineering, Operations and Project Delivery, the function provides the processes, controls, tooling and performance insight required to manage service risk, improve operational maturity and support the reliable delivery of managed services at scale.
Role
The Incident and Problem Manager owns the day-to-day operation of the Incident Management, Major Incident Management and Problem Management processes across multiple customer environments.
Acting as the central coordination point during service disruptions, the role leads incident response activities, facilitates stakeholder communications and drives service restoration efforts. In parallel, the role ensures robust root cause analysis is undertaken, known errors are documented and corrective actions are identified and implemented to prevent recurrence.
The Incident and Problem Manager supports the Service Management Office Lead in embedding best practices, improving operational maturity, driving data-led service improvements and fostering a culture of continual service improvement.
Whilst not necessarily a technical resolver, the role requires strong technical awareness, excellent stakeholder management skills and practical experience working within ServiceNow and Jira ITSM environments.
Responsibilities
- Own and operate the Incident Management and Major Incident Management processes across multiple customer environments in line with ITIL principles.
- Lead and coordinate Major Incident (P1/P2) activities from identification through to service restoration and closure.
- Act as the Major Incident Manager during high-priority service disruptions, ensuring rapid engagement of technical teams and stakeholders.
- Facilitate incident bridges, technical war rooms and service recovery activities.
- Provide clear, timely and accurate communications to customers, internal stakeholders and leadership during major incidents.
- Monitor incident performance against SLA and operational targets, identifying trends and improvement opportunities.
- Ensure incident records are maintained to a high standard within ServiceNow and Jira ITSM.
- Drive incident lifecycle compliance, ensuring accurate categorisation, prioritisation, escalation and closure.
- Own and operate the Problem Management process, ensuring effective identification, investigation and resolution of underlying service issues.
- Conduct and facilitate Root Cause Analysis (RCA) activities following major incidents and recurring service disruptions.
- Ensure Known Errors are documented, maintained and communicated effectively.
- Manage the problem backlog and prioritise investigations based on business impact and risk.
- Work collaboratively with technical teams to identify permanent fixes and preventative measures.
- Track, monitor and report on corrective actions resulting from RCA investigations.
- Support the implementation of preventative improvements through alignment with Change Management processes.
- Drive reduction in recurring incidents through proactive trend analysis and problem elimination activities.
- Drive the Corrective Action & Preventative Action (CAPA) Plan to support the incident investigation process.
Service Improvement & Governance
- Produce and analyse incident and problem management metrics, including MTTR, incident volumes, recurring incidents, major incident trends and problem resolution rates.
- Identify opportunities for automation, process optimisation and operational efficiency improvements.
- Support service reviews by providing insights and recommendations relating to service stability and operational performance.
- Assist in service onboarding and mobilisation activities by defining incident and problem governance models for new customers.
- Ensure compliance with customer contractual obligations, governance frameworks and audit requirements.
- Promote best practice adoption across service delivery, engineering, operations and customer support teams.
Required Experience
- Proven experience in Incident Management, Major Incident Management and/or Problem Management within an ITIL-based service management environment.
- Experience leading Major Incident response activities across complex IT services.
- Strong understanding of root cause analysis methodologies and continual service improvement practices.
- Experience managing service disruptions in multi-vendor or MSP environments.
- Experience working with ITSM platforms such as ServiceNow and/or Jira ITSM.
- Experience engaging with customers, technical teams and senior stakeholders during critical service events.
- Demonstrated ability to improve service stability through data analysis and problem management practices.
Required Skills
- Strong understanding of ITIL 4 Incident Management, Major Incident Management and Problem Management practices.
- Excellent stakeholder management and communication skills, particularly during high-pressure situations.
- Strong facilitation and coordination skills across multiple technical teams.
- Ability to analyse operational data and identify trends, risks and improvement opportunities.
- Strong problem-solving and decision‑making capabilities.
- Experience producing executive‑level incident communications and service reports.
- Ability to balance operational urgency with governance and process adherence.
- High attention to detail and commitment to service excellence.
Required Education
- Degree in Information Technology, Service Management, or a related field, or equivalent practical experience.
- ITIL 4 Foundation (minimum).
- ITIL 4 Specialist: Monitor, Support and Fulfil or ITIL Managing Professional certification desirable.
- ServiceNow and/or Jira ITSM certifications advantageous.
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Incident Manager in Stevenage employer: Akkodis
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