Transformation jobs in United Kingdom

• Identify opportunities to transform Incident and Problem Management across people, process and tech
• Gain relevant stakeholder support for proposed areas of transformation
• Develop, implement, and maintain incident and problem management processes, ensuring they are efficient, effective and compliant.
• Lead the Incident and Problem Management team in the identification, analysis, and resolution of incidents and problems.
• Ensure adherence to ITIL best practices in the management of incidents and problems.
• Coordinate with internal and external stakeholders to ensure timely resolution of incidents and problems.
• Conduct root cause analysis for major incidents and problems, implementing corrective actions to prevent recurrence.
• Monitor and report on incident and problem management metrics, providing insights and recommendations for continuous improvement.
• Drive the development of a knowledge base to support incident and problem resolution.
• Conduct regular reviews of incident and problem management processes, identifying areas for improvement and implementing necessary changes.
• Work closely with Service Delivery Managers to support them in their role and ensure high levels of customer satisfaction.
• Provide training and support to team members on incident and problem management best practices.
• Crisis & Major Incident Leadership - Act as the escalation point and lead during high-impact, business-critical incidents, ensuring clear communication to executives and customers throughout. Facilitate post-incident reviews with both technical and business stakeholders, as part of the root cause analysis work and remediation activities to prevent for reoccurrence.
• Tooling & Automation Improvements - Evaluate and optimise incident and problem management tools, leveraging automation, AI, and analytics to improve speed and accuracy of resolution.
• Regulatory & Security Alignment - Ensure incident and problem management processes align with security, compliance, and regulatory requirements (e.g., ISO, GDPR, industry-specific standards).
• Trend Analysis & Risk Mitigation - Identify recurring issues and systemic risks through trend analysis, proactively implementing preventative measures to reduce incident volume.
• Cultural Change Champion - Promote a culture of accountability, learning, and continuous improvement across all teams involved in incident and problem resolution.

• ITIL v3 / v4 certification is essential.
• Proven at leading Major Incidents
• Definition and Ownership of the Incident, Major Incident and Problem processes and their effectiveness
• Evidence to support business wide engagement and buy-in for transformation activities
• Demonstrable transformation and outcome-based results across Incident, Major Incident and Problem capabilities
• Minimum of 5yrs of experience leading in incident and problem management within an MSP environment.
• Strong understanding of ITIL principles and best practices.
• Excellent analytical and problem-solving skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.

• Experience with ServiceNow or similar IT service management tools.
• Project management certification (e.g. PRINCE2, PMP).
• Understanding of cybersecurity principles and practices.

• Healthcare and dental insurance
• Company pension is matched up to 5%
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
• Life assurance - 4 x annual salary
• Cycle to work scheme
• Client prioritises internal development opportunities and offer access to our Udemy training platform with over training courses

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