Senior Incident & Problem Manager (ITIL, ServiceNow/Jira)

Akkodis; Stevenage; On-site; GBP 55,000 - 85,000; Full time

Job summary

Akkodis is seeking an experienced Incident and Problem Manager to oversee incident and problem management across multiple customer environments. You will coordinate major incident responses, conduct RCA activities and drive continual service improvement within ITIL-aligned processes.

The role emphasizes strong stakeholder engagement, technical awareness in ServiceNow/Jira ITSM, and a track record of reducing major incidents and improving service stability in multi‑vendor MSP environments.

Qualifications

• Proven experience in Incident Management, Major Incident Management and/or Problem Management within an ITIL-based service management environment.
• Experience leading Major Incident response activities across complex IT services.
• Strong understanding of root cause analysis methodologies and continual service improvement practices.

Responsibilities

• Own and operate the Incident Management and Major Incident Management processes across multiple customer environments in line with ITIL principles.
• Lead and coordinate Major Incident (P1/P2) activities from identification through to service restoration and closure.
• Act as the Major Incident Manager during high-priority service disruptions, ensuring rapid engagement of technical teams and stakeholders.
• Facilitate incident bridges, technical war rooms and service recovery activities.
• Provide clear, timely and accurate communications to customers, internal stakeholders and leadership during major incidents.
• Monitor incident performance against SLA and operational targets, identifying trends and improvement opportunities.
• Ensure incident records are maintained to a high standard within ServiceNow and Jira ITSM.
• Drive incident lifecycle compliance, ensuring accurate categorisation, prioritisation, escalation and closure.
• Own and operate the Problem Management process, ensuring effective identification, investigation and resolution of underlying service issues.

Skills

ITIL 4

Stakeholder mgmt

Facilitation

Data analysis

Problem solving

Executive communications

Education

Degree in IT/Service Management

ITIL 4 Foundation

Tools

ServiceNow

Jira ITSM

Job description

Akkodis is seeking an experienced Incident and Problem Manager to oversee incident and problem management across multiple customer environments. You will coordinate major incident responses, conduct RCA activities and drive continual service improvement within ITIL-aligned processes.

The role emphasizes strong stakeholder engagement, technical awareness in ServiceNow/Jira ITSM, and a track record of reducing major incidents and improving service stability in multi‑vendor MSP environments.