IT Incident and Communications Manager

La Fosse; Greater London; On-site; GBP 95,000 - 100,000; Full time

Job summary

A leading global insurance firm seeks an IT Incident Manager to oversee IT service delivery, ensuring alignment with business needs and SLAs. The role requires strong stakeholder management and analytical skills, along with a background in ITSM. Ideal candidates will have ITIL 4 certification and experience in customer-facing roles. This is a contract position based in London, offering a competitive salary range.

Qualifications

• Proven experience as an MIM or SDM in financial services or technology.
• Ability to engage with senior leadership and technical teams.

Responsibilities

• Oversee delivery of IT services meeting business requirements and SLAs.
• Manage third-party suppliers to ensure service quality.
• Track KPIs and lead service review meetings.

Skills

Analytical Skills

Stakeholder Management

Proactive Issue Resolution

Education

ITIL 4 Certification

Job description

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You'll be responsible for the overall delivery of IT Incident Communication within a global insurance firm. Gravitas and stakeholder management will key to ensuring your newly created role adds huge value to their journey. Ideally you'll come from an ITSM background with expertise in a customer facing role.

Role Responsibilities

• Oversee the delivery of IT services, ensuring they meet business requirements and SLAs.
• Ensure efficient resolution of incidents and root cause analysis to prevent recurrence.
• Act as the primary point of contact for senior stakeholders, ensuring alignment between IT and business needs.
• Manage third-party suppliers to ensure service quality and value for money.
• Identify and implement process improvements to enhance service efficiency and effectiveness.
• Track KPIs, generate reports, and lead service review meetings.
• Support the introduction of new services and ensure minimal disruption to operations.

Key Skills and Experience

• Proven experience as an MIM or SDM, preferably in [industry, e.g., financial services, technology, etc.].
• ITIL 4 certification preferred with a customer first mentality.
• Ability to engage with senior leadership and technical teams.
• Strong analytical skills and a proactive approach to issue resolution.

Interested in landing a new ITSM role? Do get in touch.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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