At a Glance
- 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.
- Other info: Be part of a culture that champions continuous improvement and operational excellence.
- 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.
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
Join a leading global SaaS technology organisation that champions innovation and growth, offering you the chance to take ownership of impactful projects while working in a hybrid environment. With a strong focus on employee development, you'll have access to cutting-edge tools and technologies, including AI, and be part of a collaborative culture that values your creative input. Located in Southampton, this role not only provides competitive salary packages but also fosters a dynamic work-life balance, making it an excellent choice for passionate tech professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Incident & Problem Management Lead
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Mexa Solutions values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Mexa Solutions might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Mexa Solutions!
✨Direct Apply to Mexa Solutions
Let's not forget to apply directly through the Mexa Solutions website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Incident & Problem Management Lead
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Mexa Solutions.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Mexa Solutions. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Mexa Solutions
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
