IT Service Manager (Incident, Major Incident, Problem)

IQUW Group; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a proactive IT Service Manager to lead Major Incident and Problem Management processes. This pivotal role aims to enhance service reliability and operational efficiency by effectively managing incidents and driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills, a keen analytical mindset, and a proven track record in managing complex IT environments. Join a dynamic team that values innovation and strategic thinking, where your contributions will significantly impact the organization's success and service delivery. This is a fantastic opportunity for those looking to make a meaningful difference in IT service management.

Benefits

25 days holiday

Discretionary bonus scheme

Employee assistance programme

Annual holiday buy (up to 3 extra days)

Salary sacrifice benefits

Annual benefits reviews

Professional qualifications and study support

Qualifications

• Proven experience in Major Incident and Problem Management in complex IT environments.
• Strong leadership and decision-making skills under pressure.

Responsibilities

• Own and manage the end-to-end Major Incident process, ensuring effective response.
• Develop and maintain Problem Management reports, tracking trends and root causes.

Skills

Major Incident Management

Problem Management

Root Cause Analysis

Stakeholder Management

Leadership

Analytical Skills

Education

ITIL v3/v4 Certification

Job description

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Overview

Job Description
IT Service Manager (Incident, Major Incident, Problem)

Grade: 4
Reporting to: Head of IT Service Management
Location: Hybrid / London

About us

IQUW is a speciality (re)insurer at Lloyd's (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer's needs.

The role

We are seeking a proactive and experienced Major Incident and Problem Manager to take ownership of our Major Incident and Problem Management processes. This role is critical in reducing operational disruption, improving service reliability, and driving continuous improvement across IT services. The ideal candidate will have a strong process ownership and communication mindset, ensuring that incidents are managed effectively while also implementing problem management strategies to prevent recurrence.

We currently operate a hybrid working model. This entails 3 days per week collaborating with colleagues in the office, and 2 days working from home.

Key responsibilities

Major Incident Management

• Own and manage the end-to-end Major Incident process, ensuring efficient and effective response, resolution, and communication.
• Act as the primary point of escalation during major incidents, coordinating technical teams, vendors, and business stakeholders.
• Lead incident response calls, driving quick resolution while minimising business impact.
• Ensure timely and clear communications to stakeholders, including senior leadership, throughout the incident lifecycle.
• Conduct post-incident reviews (PIRs), identifying root causes and ensuring follow-up actions are tracked and implemented.
• Work closely with Risk, Governance, and Compliance teams to align incident and problem management activities with broader risk management strategies.
• Ensure that major incidents and problem trends are assessed for potential risks and recorded in the appropriate IT Risk Register.

Problem Management

• Own and develop the Problem Management process, driving a culture of proactive issue resolution.
• Identify trends, recurring issues, and systemic problems, implementing corrective actions.
• Work with technical teams to conduct root cause analysis (RCA) and ensure long-term fixes are implemented.
• Maintain a problem register, tracking known errors and ensuring effective resolution.
• Develop and maintain Problem Management reports, tracking trends, root causes, and recurring issues.
• Use data-driven reporting to highlight areas for improvement, measure the impact of problem resolution efforts, and support risk mitigation.
• Provide regular insights and analysis on major incidents, problems, and known errors to senior management and key stakeholders.
• Ensure that incident and problem resolution actions are followed through, holding teams accountable for agreed remediation plans.
• Escalate non-compliance or delays in remediation to senior management where necessary, ensuring a culture of accountability.
• Implement governance mechanisms to track problem resolution progress and ensure timely completion of corrective actions.

Continuous Improvement & Governance

• Drive a reduction in major incidents and recurring issues through data-driven analysis and targeted interventions.
• Collaborate with service owners and support teams to improve incident response times and problem resolution strategies.
• Develop and deliver process training and awareness sessions to ensure adoption across IT teams.
• Own and maintain incident and problem management policies, processes, and procedures.
• Provide regular reports on incident and problem trends, KPIs, and improvement initiatives.

Qualifications, skills and experience

• Proven experience in Major Incident and Problem Management in a complex IT environment.
• Strong leadership and decision-making skills under pressure.
• Proven track record of leading incident resolution from the front in large or complex organisations.
• Experience in process ownership and creation, with a track record of improving and embedding Major Incident & problem Management.
• Strong analytical skills with experience in root cause analysis and trend identification.
• Excellent stakeholder management, able to communicate effectively at all levels, including to the Executive.
• ITIL v3/v4 certification (Managing Professional preferred).

Benefits

• Competitive Benchmarked Salary
• 25 days holiday
• Discretionary bonus scheme
• Employee assistance programme
• Annual holiday buy (up to 3 extra days)
• Salary sacrifice benefits
• Annual benefits reviews
• The option for professional qualifications and study support

Additional Information

• A full job description can be seen here.