SC Cleared Major Incident & Problem Manager

Advanced Resource Managers Ltd; Reading; On-site; GBP 111,000 - 148,000; Part time

Job summary

Advanced Resource Managers Ltd. is seeking a Major Incident & Problem Manager for a defence-based client.

The role involves owning critical incident response and problem management in a complex IT environment, coordinating across technical teams, suppliers and executives. The successful candidate will manage high-severity incidents, conduct root-cause analyses and drive lessons learned into service improvements.

Qualifications

• Proven experience managing high-severity incidents in large enterprise IT environments.
• Hands-on experience with ITIL 4 Incident & Problem Management.
• Experience leading root-cause investigations and post-incident reviews.

Responsibilities

• Lead the response to major incidents, coordinating technical teams, suppliers and business stakeholders through to service restoration.
• Establish incident response structures and manage technical conference calls and collaboration forums.
• Assess business impact, urgency, service dependencies and security considerations.
• Maintain accurate incident timelines, actions, decisions and recovery updates.
• Provide clear and timely communications to stakeholders at all levels.
• Coordinate incident handovers across regions and time zones.
• Own the end-to-end major incident lifecycle, including escalation, resolution, closure and post-incident reviews.

Skills

ITIL Incident/Problem

Incident Management

ServiceNow

Root Cause Analysis

Stakeholder Management

Tools

ServiceNow

Job description

SC Cleared Major Incident & Problem Manager
6 Months initially
2 Days per week in Reading
£Market Rate (Inside IR35)

My client, a large defence based organisation are looking for a Major Incident & Problem Manager to take ownership of critical incident response and problem management within a complex, enterprise-scale IT environment. You will act as the central point of coordination during major service disruptions, leading technical teams, suppliers and business stakeholders to restore services as quickly as possible. Alongside incident management, you will drive structured root-cause investigations, identify recurring issues and ensure lessons learned translate into meaningful service improvements. This role requires a confident and decisive individual who can operate under pressure, manage senior stakeholders and coordinate multiple technical teams across a complex, multi-supplier environment.

Please note - Due to the nature of the client and the role, the selected candidate must have ACTIVE SC Clearance and be a sole British or Italian or Japanese citizen

Key Responsibilities

• Lead the response to major incidents, coordinating technical teams, suppliers and business stakeholders through to service restoration.
• Establish incident response structures and manage technical conference calls and collaboration forums.
• Assess business impact, urgency, service dependencies and security considerations.
• Maintain accurate incident timelines, actions, decisions and recovery updates.
• Provide clear and timely communications to stakeholders at all levels.
• Coordinate incident handovers across regions and time zones.
• Own the end-to-end major incident lifecycle, including escalation, resolution, closure and post-incident reviews.

Essential Skills & Experience

• Proven experience managing high-severity incidents within large enterprise IT environments.
• Strong practical knowledge of ITIL 4 Incident and Problem Management.
• Hands-on experience with ServiceNow Major Incident and Problem Management.
• Strong experience leading root-cause investigations and post-incident reviews.
• Experience operating within multi-supplier or complex service delivery environments.
• Excellent stakeholder management and communication skills, including senior-level and executive engagement.
• Experience developing incident management processes, governance and continual service improvement frameworks.