At a Glance
- Tasks: Lead incident management, problem investigations, and change control processes for service stability.
- Company: Join iomart, the UK's top Secure Cloud Managed Services Provider with 25 years of expertise.
- Benefits: Earn up to £53,000 plus benefits, with opportunities for remote work and professional growth.
- Why this job: Be part of a dynamic team driving continuous improvement in a high-impact environment.
- Qualifications: Experience in ITIL-based roles and managing major incidents in fast-paced settings required.
- Other info: Participate in an on-call rotation for 24/7 coverage of critical incidents.
The predicted salary is between 36000 - 60000 £ per year.
What you\’ll be doing:
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.
Key Responsibilities
Incident Management
- 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.
Problem Management
- 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.
We want to hear from you if you:
Key Skills & Experience
- 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.
The successful candidate will also participate in an on-call rotation to ensure 24/7 coverage of critical incidents.
What\’s in it for me?
Salary: up to £53,000 DOE + Benefits
Who you\’ll be doing it for:
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
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 careers@iomart.com
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.
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Incident, Problem & Change Manager employer: iomart Group
Contact Detail:
iomart Group 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 this role heavily relies on these principles. Consider obtaining relevant certifications if you haven't already, as they can significantly boost your credibility.
✨Tip Number 2
Network with professionals in the IT service management field, particularly those who have experience in incident, problem, and change management. Engaging in discussions or attending industry events can provide insights and potentially lead to referrals.
✨Tip Number 3
Demonstrate your ability to handle high-pressure situations by preparing examples from your past experiences. Be ready to discuss how you've successfully managed major incidents and led teams during critical times.
✨Tip Number 4
Showcase your communication and stakeholder management skills during any interactions. This role requires collaboration across various teams, so emphasising your ability to effectively communicate and manage relationships will be key.
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 Strong Cover Letter: In your cover letter, express your passion for service management and detail how your skills align with the responsibilities of the role. Mention specific examples of past experiences where you successfully led incident resolution or change management processes.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate effectively with stakeholders. Use clear and concise language, and consider including examples of how you've managed stakeholder communications in previous roles.
Highlight Analytical Skills: Demonstrate your analytical skills by discussing your experience with root cause analysis and problem management. Provide examples of how you've identified underlying issues and implemented long-term fixes in past positions.
How to prepare for a job interview at iomart Group
✨Understand ITIL Frameworks
Make sure you have a solid grasp of ITIL v3 or v4 frameworks. Be prepared to discuss how you've applied these principles in your previous roles, especially in incident, problem, and change management.
✨Demonstrate Leadership Skills
As the role involves leading cross-functional teams during incidents, be ready to share examples of how you've successfully managed teams under pressure. Highlight your experience in chairing meetings and driving timely updates.
✨Showcase Communication Abilities
Effective communication is key in this role. Prepare to discuss how you've communicated with stakeholders, including senior leadership and clients, during major incidents. Use specific examples to illustrate your points.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past incidents you've managed, the root cause analysis you performed, and the long-term fixes you implemented. Be ready to explain your thought process.