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- Tasks: Lead and transform the Incident & Problem Management function in a dynamic environment.
- Company: Join Mexa Solutions, a leading Managed Services Provider in London.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a culture focused on continuous improvement and operational excellence.
- Why this job: Make a real impact by reshaping processes and improving service delivery for high-profile clients.
- Qualifications: Proven experience in Incident and Problem Management with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
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.
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 and let’s have a confidential chat.
Incident & Problem Management Lead in London employer: Mexa Solutions
Contact Detail:
Mexa Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident & Problem Management Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant meetups, and engage with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions related to Incident & Problem Management. Think about how you’ve handled major incidents in the past and be ready to share those stories. Confidence is key!
✨Tip Number 3
Showcase your transformational mindset! During interviews, highlight your experience in improving processes and driving change. Employers love candidates who can not only manage but also innovate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make an impact in the Managed Services space.
We think you need these skills to ace Incident & Problem Management Lead in London
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 how you’ve managed major incidents and driven improvements in processes. This is your chance to shine!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point.
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 the role. We can’t wait to hear from you!
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
Think of a few major incidents you've handled and be prepared to walk the interviewer through your thought process. Highlight how you identified root causes and implemented preventative measures to avoid recurrence.