SC Cleared Major Incident & Problem Manager

Arm; Reading; Hybrid; GBP 111,000 - 148,000; Full time

Job summary

Arm in Reading is seeking an SC-cleared Major Incident & Problem Manager for a 6-month initial contract, with 2 days per week on site. The role requires active SC clearance and British, Italian, or Japanese citizenship, due to client constraints.

You will lead major incidents, coordinate technical teams and stakeholders, manage incident timelines, and drive post-incident reviews across regions and suppliers to restore services efficiently.

Qualifications

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

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

Incident management

Problem management

Stakeholder management

Communication

Active SC Clearance

Tools

ServiceNow

Job description

SC Cleared Major Incident & Problem Manager

6 Months initially

2 Days per week in Reading

£Market Rate (Inside IR35)

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.