Incident and Problem Management Lead

OverviewThis is a very exciting time to join Bell Integration. The Delivery & Operations organisation is transforming the way in which services are delivered, with Client Advocacy and Operational Excellence at the heart of everything we are doing. The Incident and Problem Management Lead is a key and priority role. The exciting challenge for the role is to transform the Incident and Problem capability, while keeping the lights on at the same time. The ideal candidate must have outcome-based experience of identifying and driving opportunities to transform across people, process and tech. They must also have a deep understanding of ITIL principles, have strong experience of Incident and Problem process, governance and controls, and have a proven track record of successfully managing incidents, major incidents and problems in a fast-paced MSP environment.Responsibilities

• Identify opportunities to transform Incident and Problem Management across people, process and tech
• Gain relevant stakeholder support for proposed areas of transformation
• Develop, implement, and maintain incident and problem management processes, ensuring they are efficient, effective and compliant.
• Lead the Incident and Problem Management team in the identification, analysis, and resolution of incidents and problems.
• Ensure adherence to ITIL best practices in the management of incidents and problems.
• Coordinate with internal and external stakeholders to ensure timely resolution of incidents and problems.
• Conduct root cause analysis for major incidents and problems, implementing corrective actions to prevent recurrence.
• Monitor and report on incident and problem management metrics, providing insights and recommendations for continuous improvement.
• Drive the development of a knowledge base to support incident and problem resolution.
• Conduct regular reviews of incident and problem management processes, identifying areas for improvement and implementing necessary changes.
• Work closely with Service Delivery Managers to support them in their role and ensure high levels of customer satisfaction.
• Provide training and support to team members on incident and problem management best practices.
• Crisis & Major Incident Leadership – Act as the escalation point and lead during high-impact, business-critical incidents, ensuring clear communication to executives and customers throughout. Facilitate post-incident reviews with both technical and business stakeholders, as part of the root cause analysis work and remediation activities to prevent for reoccurrence.
• Tooling & Automation Improvements – Evaluate and optimise incident and problem management tools, leveraging automation, AI, and analytics to improve speed and accuracy of resolution.
• Regulatory & Security Alignment – Ensure incident and problem management processes align with security, compliance, and regulatory requirements (e.g., ISO, GDPR, industry-specific standards).
• Trend Analysis & Risk Mitigation – Identify recurring issues and systemic risks through trend analysis, proactively implementing preventative measures to reduce incident volume.
• Cultural Change Champion – Promote a culture of accountability, learning, and continuous improvement across all teams involved in incident and problem resolution.

  ITIL v3/v4 certification is essential.

• Proven at leading Major Incidents
• Definition and Ownership of the Incident, Major Incident and Problem processes and their effectiveness
• Evidence to support business wide engagement and buy-in for transformation activities
• Demonstrable transformation and outcome-based results across Incident, Major Incident and Problem capabilities
• Minimum of 5 years of experience leading in incident and problem management within an MSP environment.
• Strong understanding of ITIL principles and best practices.
• Excellent analytical and problem-solving skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.

Desirable Skills:

• Experience with ServiceNow or similar IT service management tools.
• Project management certification (e.g. PRINCE2, PMP).
• Understanding of cybersecurity principles and practices.