Incident & Service Management Lead — Hybrid

Indra Group UK & Ireland; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Holidays: 24 days + bank holidays

Pension 7% employee + 7% employer

Private medical insurance

Flexible/hybrid working options

Learning and development programs

Travel & expense allowances

Innovative & collaborative work env.

Charitable initiatives

Job summary

Indra Group UK & Ireland is seeking an Incident Service Management Lead to own and govern incident and problem management, and to drive service excellence across supported services. You will work with suppliers, transport operators, and internal teams to ensure continuity and quality of service, including major incidents and service reviews.

The role emphasizes governance, KPI reporting, root cause analysis, and continual service improvement in a hybrid work environment with ITIL-aligned

Qualifications

• Minimum 5 years' experience in Service Management/Operations/Managed Services.
• Experience with ITIL-aligned organisations and governance reporting.
• Experience coordinating technical teams, suppliers, and stakeholders during incidents.
• Experience facilitating RCA investigations and driving corrective actions.

Responsibilities

• Own and govern the Incident Management process.
• Own and govern the Problem Management process, including Known Error Management.
• Jointly manage and continually improve the Service Request Management process alongside the Change & Release Lead.
• Coordinate during Major Incidents to support executive communications and recovery activities.
• Facilitate post-incident reviews and track corrective actions through to completion.
• Produce operational reports, KPI dashboards, and governance information.
• Drive continual service improvement initiatives and service quality improvements.
• Coordinate suppliers and internal teams to meet SLA/KPI targets.
• Support ORT, service transition, and go-live readiness activities.

Skills

Incident Management

Problem Management

Stakeholder management

Governance

Analytical skills

Education

ITIL Foundation Certification

Bachelor’s degree or equivalent

Tools

ServiceNow

Maximo

Jira Service Management

Job description

Indra Group UK & Ireland is seeking an Incident Service Management Lead to own and govern incident and problem management, and to drive service excellence across supported services. You will work with suppliers, transport operators, and internal teams to ensure continuity and quality of service, including major incidents and service reviews.

The role emphasizes governance, KPI reporting, root cause analysis, and continual service improvement in a hybrid work environment with ITIL-aligned