Incident & Problem Management Lead

Incident & Problem Management Lead £70,000 - £80,000 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're 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 setup 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? Salary: £70,000 - £80,000 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.