Major Incident and Experience Manager

Job Title: Major Incident and Experience Manager
Location: London/Hybrid
Salary: Competitive, plus benefits

The Role

We are seeking an experienced Major Incident and Experience Manager to join our IT Service Management team. This is a multi-faceted role responsible for overseeing Incident and Problem Management processes and leading all Major Incidents. You will collaborate closely with technical leads, manage global teams, and drive initiatives to improve service reliability and employee productivity through Experience Level Management.

This role also involves guiding and supporting our Incident and Problem Management teams overseas, ensuring seamless integration across Incident, Problem, Request, Change, and Release Management processes. Out-of-hours, on-call Major Incident Management will be required as part of a rotation.

Key Responsibilities

• Lead and manage Major Incident resolution, coordinating global teams for timely service restoration.
• Communicate effectively across IT and business stakeholders, ensuring transparency during major incidents.
• Drive Experience Level Management initiatives to improve service reliability and customer experience.
• Oversee reactive and proactive Problem Management, analysing trends to reduce incident recurrence.
• Maintain working knowledge of Change and Release Management to align processes with Major Incidents.
• Compile, review, and present operational reporting, KPIs, and service metrics using PowerBI, ServiceNow, and MS tools.
• Manage and mentor outsourced Incident and Problem Management teams.
• Ensure processes, templates, and documentation are clear, effective, and consistently followed.
• Work towards performance targets and maintain timely, accurate reporting.

Skills & Experience

• Proven experience managing complex system failures and Major Incidents.
• Strong leadership and team management skills in high-pressure environments.
• Expertise in IT Service Management processes (Incident, Problem, Change Management).
• Experience with cloud services and managing incidents in cloud-based environments.
• Proficiency in risk management, post-incident reviews, and continuous improvement initiatives.
• Familiarity with Experience Level Agreements and service level reporting.
• Strong analytical skills with the ability to interpret and leverage data for service improvement.
• Experience managing third-party teams, ideally in India.
• Excellent written and verbal communication skills; confident client-facing experience.
• ITIL Foundation (v3 or v4) qualified; Experience Level Management certification desirable.
• Ability to work collaboratively across global teams, manage multiple work streams, and drive change.

Qualifications

• ITIL Foundation v4 (minimum).
• Demonstrated experience in IT service management, incident resolution, and operational reporting.

Working Arrangements

• Hybrid working model, with a minimum of 50% office attendance expected.
• Competitive salary and comprehensive benefits package.