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Senior IT Problem & Major Incident Manager

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Social Value Portal Ltd

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Location:
United Kingdom , London

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

A fantastic opportunity has arisen for a Senior IT Problem & Major Incident Manager to join our London based law firm on a permanent basis.

Job Responsibility:

  • Have a sound understanding of the ITIL framework and practical experience in operating ITIL-aligned problem management processes
  • Significant experience in managing major incidents, including stakeholder communication, incident analysis and resolution, and working in stressful situations
  • Mentor Major Incident Managers
  • Conduct Major Incident Reviews
  • Champion for the problem management practice
  • Prevent recurrence of problems through effective problem management
  • Facilitate root cause analysis and methodologies
  • Ensure effective problem resolution through collaboration
  • Ensure accurate problem records and known errors
  • Organise and chair meetings related to the practice
  • Provide problem training and guidance to resolution teams
  • Provide reports and metrics on problem activities
  • Audit problem activities
  • Continuously improve problem processes by identifying, proposing, and implementing improvements

Requirements:

  • Experience in the Problem Management practice, 5+ years preferred
  • Experience in Major Incident Management and Critical Situation Management, 7+ years preferred
  • Certified in ITIL 4 Foundation (required)
  • Certified in ITIL 4 Problem Management (preferred)
  • Certified in ITIL 4 Incident Management (preferred)
  • Knowledge of ITIL 4 principles and practices
  • Possess strong analytical and problem-solving skills
  • Possess strong written and verbal communication skills
  • Confident in constructively challenging the status quo and influencing stakeholders to achieve optimal outcomes
  • Proficiency in ITSM tools, ServiceNow a plus

Nice to have:

  • Certified in ITIL 4 Problem Management
  • Certified in ITIL 4 Incident Management
  • Proficiency in ITSM tools, ServiceNow a plus

Additional Information:

Job Posted:
January 24, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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