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- Tasks: Lead major incident management and drive problem resolution in a dynamic IT environment.
- Company: Join Burberry, a global luxury brand committed to innovation and excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by improving IT service stability and operational performance.
- Qualifications: Experience in Major Incident Management and strong ITIL knowledge required.
- Other info: Work in a fast-paced environment with diverse teams and exciting challenges.
The predicted salary is between 48000 - 72000 £ per year.
IT Major Incident & Problem Manager
Department: INFORMATION TECHNOLOGY
Location: GB
INTRODUCTION
JOB PURPOSE
The Major Incident and Problem Manager is responsible for the governance, execution, and continuous improvement of Major Incident and Problem Management processes within a SIAM framework. This role ensures critical and widespread/significant high priority incidents are resolved rapidly and effectively, root causes are identified and addressed, and systemic risks are proactively mitigated. By embedding process maturity, driving service provider accountability, and facilitating governance forums, the role drives service restoration, operational excellence, and multi-supplier alignment.
RESPONSIBILITIES
- Lead the end-to-end management of major incidents, ensuring rapid triage, escalation, resolution, and structured communication with stakeholders throughout the incident lifecycle.
- Drive proactive and reactive problem management, ensuring root cause analysis is completed, preventative actions are implemented, and repeat incidents are reduced through trend analysis and data insights. Ensure risks caused by emergent problems are raised, accepted and prioritised.
- Facilitate and chair governance forums such as Major Incident Reviews and Problem Boards, ensuring decisions are documented, actions are tracked, and accountability is upheld across internal and external service providers.
- Embed and evolve SIAM-aligned processes for incident and problem management, ensuring consistency, auditability, and alignment with enterprise standards and service resilience goals.
- Act as a central point of contact for service disruption and recovery governance, maintaining strong relationships with service owners, delivery teams, and third-party suppliers to ensure transparency and alignment.
- Champion continuous improvement and process maturity, leveraging tooling, automation, and stakeholder feedback to enhance service stability and operational performance.
- Ensure timely, accurate, and audience-appropriate communications during and after major incidents, building trust and enabling informed decision-making across the business.
- Monitor and report on performance metrics, using data to drive accountability, identify systemic risks, and demonstrate improvements in service governance and operational maturity.
- Make informed decisions during service disruption scenarios by gathering and analysing available information, considering risk and business impact, and resolving conflicts between stakeholders to ensure effective service recovery.
PERSONAL PROFILE
- Proven experience in Major Incident and Problem management within a SIAM or multi-supplier environment.
- Strong understanding of ITIL principles and their application in complex service ecosystems.
- Experience in leading governance forums and managing cross-functional stakeholders.
- Proficiency in service management tools and reporting platforms.
- Excellent analytical, communication, and problem-solving skills.
- Ability to influence and drive accountability across diverse teams and suppliers.
- Experience managing high-pressure service incidents, including out-of-hours scenarios, with sound judgement in escalation and stakeholder engagement.
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
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IT Major Incident & Problem Manager employer: Burberry
Contact Detail:
Burberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Major Incident & Problem Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to Major Incident and Problem Management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or case studies that highlight your experience in managing major incidents and problem-solving. This will give potential employers a clear picture of what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Major Incident & Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Major Incident & Problem Manager role. Highlight your experience with major incidents, problem management, and any relevant SIAM frameworks. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your understanding of ITIL principles and your experience in governance forums.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to manage major incidents and drive continuous improvement. We love numbers, so if you can quantify your successes, even better!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining the StudySmarter team!
How to prepare for a job interview at Burberry
✨Know Your SIAM Framework
Make sure you understand the SIAM (Service Integration and Management) framework inside out. Be ready to discuss how you've applied it in past roles, especially in managing major incidents and problems. This will show that you can hit the ground running.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills under pressure. Think of specific examples from your experience where you successfully managed a major incident, detailing your approach to triage, escalation, and resolution.
✨Showcase Your Communication Skills
As a Major Incident & Problem Manager, communication is key. Prepare to discuss how you’ve effectively communicated with stakeholders during incidents. Highlight your ability to tailor messages for different audiences, ensuring clarity and transparency.
✨Emphasise Continuous Improvement
Be ready to talk about how you've driven continuous improvement in past roles. Share examples of how you've used data insights to reduce repeat incidents or enhance service stability. This shows that you're proactive and committed to operational excellence.