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- Tasks: Lead and transform the Incident & Problem Management function in a dynamic environment.
- Company: Join a leading Managed Services Provider in London with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real impact by reshaping processes and enhancing service delivery for high-profile clients.
- Qualifications: Proven experience in Incident Management and strong leadership skills required.
- Other info: Be part of a culture that champions continuous improvement and operational excellence.
The predicted salary is between 72000 - 100000 £ per year.
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This range is provided by Mexa Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Overview
Incident & Problem Management Lead — London (Hybrid – 2-4 times/month in the office)
Managed Services Environment
You’re not just good under pressure — you lead when the pressure’s on. When things break, you bring structure. When incidents escalate, you bring clarity. And when patterns emerge, you make sure they don’t become recurring problems. You are calm, credible, and confident — especially when others aren’t.
But this isn’t just an opportunity to keep the lights on, you’ll be actively helping to transform, reshape and set up a whole new incident & problem process to help improve the overall service offering to the external clients.
This is your opportunity to join a leading Managed Services Provider in a hybrid London-based role, where you’ll lead and evolve the organisation’s Incident & Problem Management function. It\’s a hands-on, outcome-driven position where you\’ll deliver operational stability today — and lead transformational improvements for tomorrow.
What’s in it for you?
- Location: London (hybrid working – you’ll be expected in the office 2-4 times/month (work dependent, when needed))
- Leadership: Own and shape the full Incident and Problem Management function
- Transformation: Drive change across people, process, and tooling — with full stakeholder backing
- Impact: Work at the heart of service delivery for high-profile enterprise clients
- Culture: Join a business focused on continuous improvement, customer advocacy, and operational excellence
What you’ll be doing:
- Being active in the transformation of reshaping the entire incident and problem management function.
- Helping to improve the overall customer offering through improving the processes and standard within the incident & problem management team.
- Leading the response to major incidents — from initial escalation through to post-incident reviews
- Owning the end-to-end Incident, Major Incident and Problem Management processes
- Driving improvements across tooling, automation, reporting, and governance
- Identifying root causes, resolving recurring issues, and reducing incident volumes through preventative measures
- Engaging across the business — from engineers and service teams to senior stakeholders and customers
- Aligning incident/problem management practices with security, compliance, and regulatory standards (e.g. ISO, GDPR)
- Championing a culture of accountability, learning, and operational maturity across all resolver groups
What you’ll bring to the table:
- A proven track record leading Incident and Problem Management in a fast-paced MSP or IT services environment
- Confidence managing major incidents — with clear communication at every level
- Deep understanding of ITIL (v3 or v4) and best-practice service operations
- Hands-on experience improving incident/problem workflows, tooling, and reporting (ServiceNow a plus)
- A transformational mindset — with the credibility to influence and the drive to deliver
- Strong leadership, stakeholder management, and communication skills
- Bonus points for knowledge of cyber security principles, risk mitigation, or project delivery (PRINCE2, PMP, etc.)
This isn’t just another process ownership role. It’s a chance to take a critical function, modernise it, and become the go-to leader when reliability and recovery really matter.
Ready to take the lead when it counts?
Send your CV to bob.bath@mexasolutions.com and let’s have a confidential chat.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
- Industries
- IT Services and IT Consulting
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Incident & Problem Management Lead employer: Mexa Solutions
Contact Detail:
Mexa Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident & Problem Management Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to Incident & Problem Management. Think about how you’d handle major incidents and what processes you’d implement. We want you to shine when it’s your turn to lead the conversation!
✨Tip Number 3
Showcase your transformational mindset! When discussing your experience, highlight specific examples where you’ve improved processes or led change. This is your chance to demonstrate that you’re not just about keeping the lights on, but also about driving innovation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged. Let’s get you one step closer to that dream job!
We think you need these skills to ace Incident & Problem Management Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Incident & Problem Management Lead role. Highlight your experience in managing incidents and leading teams, and don’t forget to mention any relevant ITIL knowledge you have!
Showcase Your Leadership Skills: We want to see how you’ve led teams through tough situations. Share specific examples of major incidents you've managed and how you brought clarity and structure to those scenarios.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points for key achievements and make sure your language is professional yet approachable. We love a good story, but keep it relevant!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Mexa Solutions
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially v3 and v4. Be ready to discuss how you've applied these principles in real-world scenarios, particularly in incident and problem management.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially during major incidents. Think about times when you had to communicate clearly under pressure and how you managed stakeholders effectively.
✨Demonstrate a Transformational Mindset
Be ready to talk about how you've driven change in previous roles. Discuss specific improvements you've made to processes or tooling, and how those changes positively impacted service delivery.
✨Engage with Real Scenarios
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Practice articulating your thought process for identifying root causes and implementing preventative measures.
