Incident & Problem Manager

Jobtailor; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

Jobtailor is seeking an experienced Major Incident Manager in Leeds to lead incident and problem management, ensuring SLA adherence and data‑driven improvements. The role collaborates with Service Operations, Service Desk, and Service Transition teams to embed robust incident processes within a fast‑paced environment.

The successful candidate will bring hands‑on Jira Service Management experience, ITIL knowledge, and a track record of driving continuous service improvements in operational

Qualifications

• Proven experience leading Major Incident Management (MIM) functions.
• Strong expertise in incident and problem management processes.
• Experience managing SLAs and operational governance.
• Capability in root cause analysis (RCA) and trend analysis.
• Hands‑on experience with Jira Service Management.
• Knowledge of ITIL foundations and service management best practices.

Responsibilities

• Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk.
• Identify and implement improvements to problem and incident processes, supported by data and reporting.
• Own service incidents and incident processes, working with Service Operations and Service Desk teams.
• Support the IT Service team through training, coaching, and mentoring in problem and incident management.
• Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard.
• Ensure all P1 and P2 incidents are managed effectively and resolved within SLA.
• Collaborate with the Service Transition team to onboard new services with clear incident management processes.
• Adhere to all legal, ethical, professional, and company standards.
• Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists.
• Contribute to a positive, collaborative, and engaging workplace environment.

Skills

Major Incident Management

Incident & problem management

SLA governance

Root cause analysis

Trend analysis

Jira Service Management

ITIL frameworks

Service desk experience

Change management

Major Incident Management framework

Tools

Jira Service Management

Job description

Responsibilities

• Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk
• Continuously identify and implement improvements to problem and incident processes, supported by data and reporting
• Own service incidents and incident processes, working closely with Service Operations and Service Desk teams
• Support the IT Service team through training, coaching, and mentoring in problem and incident management
• Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard
• Ensure all P1 and P2 incidents are managed effectively and resolved within SLA
• Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes
• Adhere to all legal, ethical, professional, and company standards
• Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists
• Contribute to a positive, collaborative, and engaging workplace environment

Requirements

• Proven experience in Major Incident Management (MIM)
• Strong expertise in incident and problem management
• Experience managing SLAs and operational governance
• Capability in root cause analysis (RCA) and trend analysis
• Hands‑on experience with Jira Service Management
• Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable)
• Experience working in fast‑paced operational environments
• Service Desk operational experience
• Understanding of service transition and change management processes
• Experience building or improving Major Incident Management frameworks

Core Competencies

Demonstrates expertise in Major Incident Management and incident and problem management, with a strong focus on SLAs, operational governance, and continuous improvement. Proficient in root cause analysis and trend analysis, with hands‑on experience in Jira Service Management and knowledge of ITIL frameworks.