Senior Information Technology Service Management Consultant

Senior IT Problem and Major Incident Manager

Location: Glasgow or London

Salary: Up to £85,000 per annum

Employment Type: Full-time

About the Role

We are seeking a highly experienced Senior IT Problem and Major Incident Manager to join our team. In this critical role, you will manage the full lifecycle of problems, ensuring timely resolution and minimizing impact on the organization. You will also provide Major Incident Management capability within the UK timezone, handling critical situations and ensuring effective communication with stakeholders.

Key Responsibilities

• Own and manage the lifecycle of problems, driving root cause analysis and permanent fixes.
• Lead Major Incident Management during UK hours, ensuring rapid resolution and clear communication.
• Collaborate with technical teams and senior leadership to translate complex issues into actionable insights.
• Support continuous improvement of ITIL-aligned processes, with a focus on Problem and Incident Management.

Essential Skills & Experience

• 5+ years in Problem Management (essential).
• 7+ years in Major Incident Management and Critical Situation Management (preferred).
• ITIL 4 Foundation certification (required).
• ITIL 4 certifications in Problem Management and Incident Management (preferred).
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to convey complex technical issues to both technical and non-technical stakeholders.
• Experience implementing or transitioning Problem Management processes in ServiceNow (highly advantageous).

Interview Process

• Two stages focused on technical expertise and leadership capability.

Salary: Up to £85,000 per annum

Location: Glasgow or London

If you are passionate about driving IT service excellence and thrive in high-pressure environments, we’d love to hear from you!