Senior IT Service Manager

Cathcart Technology; Scotland; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A major global organisation in the United Kingdom is looking for an experienced Senior IT Service Manager to lead Problem Management. You will manage major incidents, mentor teams, and contribute to IT strategy while driving continuous improvement. This role offers a competitive salary and a benefits package including a bonus, while working in a hybrid model from Glasgow. If you thrive on driving change and have strong ITIL skills, this is an excellent opportunity.

Benefits

Competitive salary

Great benefits package

Bonus

Qualifications

• Several years of hands-on experience in Problem Management within IT.
• Strong Major Incident Management experience dealing with high-stakes outages.
• Excellent analytical skills and the ability to break down complex technical issues.
• Confident communication skills for both technical and non-technical stakeholders.

Responsibilities

• Leading the full life cycle of Problem Management.
• Handling major incidents by coordinating teams and keeping stakeholders informed.
• Mentoring Major Incident Managers and running Major Incident Reviews.
• Driving proactive problem detection through trend analysis.
• Facilitating root cause analysis sessions.

Skills

Problem Management experience

Major Incident Management

Analytical skills

Communication skills

Education

ITIL 4 Foundation certification

ITIL 4 Problem or Incident Management

Tools

ServiceNow

Job description

A major global organisation based in Glasgow (hybrid) are looking for an experienced Senior IT Service Manager, to join their growing operations team. If you're passionate about ITIL, thrive in high-pressure situations, and love driving improvements that make a real impact - then it could be a great fit.

The Opportunity

You'll be joining a large tech environment where you'll take full ownership of the Problem Management practice while also playing a key role in managing major incidents within the UK. You'll be heavily involved in shaping process, influencing stakeholders, mentoring incident managers, and driving real and measurable change.

If you enjoy spotting trends before they become issues, getting to the bottom of recurring problems, and improving how IT teams respond to critical events, you'll be right at home here.

What You'll Be Doing

• Leading the full life cycle of Problem Management, ensuring issues are properly analysed, resolved, and prevented from coming back.
• Handling major incidents with confidence by coordinating teams, keeping stakeholders informed, and guiding the business through critical situations.
• Mentoring Major Incident Managers and running Major Incident Reviews.
• Contributing to the wider Enterprise Service Management strategy and aligning Problem Management to the company's transformation journey.
• Driving proactive problem detection through trend analysis and close collaboration with technical teams.
• Owning and maintaining the Known Error Database (KEDB) and supporting knowledge sharing across the organisation.
• Facilitating root cause analysis sessions and ensuring effective documentation.
• Producing KPI reports that highlight the value of strong Problem Management.
• Constantly pushing for continuous improvement across processes, tools, and ways of working.

What You'll ideally Bring

• Several years of hands‑on experience in Problem Management within IT.
• Strong Major Incident Management experience – dealing with high‑stakes outages.
• ITIL 4 Foundation certification is essential.
• ITIL 4 Problem or Incident Management are hugely advantageous.
• Excellent analytical skills and the ability to break down complex technical issues.
• Confident communication skills and the ability to translate tech into clear actions for both technical and non‑technical stakeholders.
• Experience with ServiceNow for Problem Management is a strong bonus.

This is a chance to join a well‑renowned global organisation offering genuine career progression, world‑class learning and development programmes. You'll be part of a supportive, inclusive culture that values innovation, collaboration, and personal growth, all while giving you the platform to make a real impact across a large and evolving IT function.

In return, they are able to offer a competitive salary alongside a great benefits package which includes a bonus! The office is based in Glasgow city centre where you would be expected to be onsite 2-3 days a week.

If you're keen and think this could be a good fit then please apply or contact Matthew MacAlpine at Cathcart Technology.

Cathcart Technology is acting as an Employment Agency in relation to this vacancy.