Major Incident and Problem Manager

Your Role

We are seeking an experienced Service Management & SIAM – Major Incident Manager (MIM) to oversee critical IT service operations across a multi‑vendor ecosystem. The ideal candidate is a strong communicator and problem‑solver who excels at restoring services quickly, driving accountability across service providers, and safeguarding business continuity.

This role is central to ensuring operational excellence, rapid incident recovery, and seamless integration across our SIAM governance model.

Key Responsibilities

Major Incident Management (MIM)

• Lead and coordinate resolution of P1 & P2 Major Incidents end‑to‑end.
• Act as the single point of contact during critical incidents, ensuring rapid service restoration.
• Drive real-time collaboration across internal teams and multiple suppliers to minimize business impact.
• Host incident bridge calls, document timelines, and provide executive-level updates.
• Ensure accurate and timely communication to stakeholders at all levels.

Service Management

• Govern service performance across ITIL practices—Incident, Problem, Change, Request, and Knowledge Management.
• Ensure adherence to SLAs/OLAs and validate supplier performance against contractual commitments.
• Analyze trends and lead continuous service improvement initiatives.
• Oversee post‑incident reviews, drive root cause analysis (RCA), and track corrective actions to closure.

IAM (Service Integration & Management)

• Operate within a SIAM multi‑vendor environment, driving collaboration and integrated service delivery.
• Ensure suppliers follow standardized processes, data integrity, and service governance models.
• Manage escalations between suppliers and facilitate conflict resolution.
• Lead or participate in SIAM governance forums (operational, tactical, and strategic).

Your Profile

Skills & Qualifications

Required

• 6–12 years experience in Service Management, SIAM, and Major Incident/Problem Management.
• Strong knowledge of ITIL V3/V4 frameworks.
• Proven ability to lead high-pressure, time‑critical incident situations.
• Hands-on experience working in a multi-service provider (MSP) or SIAM model.
• Excellent communication, stakeholder management, and negotiation skills.
• Ability to interpret technical issues and articulate them for a business audience.

Preferred

• ITIL Foundation/Intermediate certification.
• Experience with tools such as ServiceNow, Remedy, Jira Service Management, or similar ITSM platforms.
• Exposure to cloud environments (Azure / AWS / GCP).
• Experience in regulated or high‑availability industries (Banking, Telecom, Healthcare, Retail).

What you’ll love about working here 

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’. 

Apply today!