Incident and Problem Manager

Hays are supporting a large business in the South Wales region to recruit a new permanent Incident and Problem manager. The role is hybrid 2/3 days per week on site and paying up to c70k + bonus. You'll also receive an extremely competitive pension, life assurance and annual pay reviews.

This new role will lead the governance and execution of incident and problem management processes, ensuring they align with organisational goals and industry best practices. You'll be responsible for driving service improvements through effective root cause analysis and corrective actions, while managing a team of internal staff and external partners. Your leadership will foster a high-performance culture focused on operational excellence and continuous development.

In the role you'll be responsible for:

• Governance & SLA Oversight: Lead partner compliance with incident and problem SLAs, acting as the client authority on RCAs and corrective actions.
• Incident Management: Ensure timely, best-practice incident handling to support swift resolution and reduce downtime.
• Vendor Performance: Participate in service reviews to assess SLA adherence, review RCAs, and drive continuous improvement.
• Resolution Leadership: Oversee post-incident reviews, ensuring vendors provide thorough RCAs and implement effective preventive measures.
• Problem Management: Enforce strong RCA practices and ensure partners deliver lasting solutions to recurring issues.

To be considered for this role, you will ideally have:

• Proven leadership in IT service delivery, specialising in incident and problem management
• In-depth knowledge of ITIL, with hands-on experience in incident, problem, and service processes
• Strong analytical skills, focused on Root Cause Analysis and implementing corrective actions
• Clear communicator, adept at engaging both technical and non-technical audiences
• Proactive in process improvement, streamlining incident and problem management workflows
• Service Management: Proficient with tools like ServiceNow to track and resolve incidents and problems.
• Vendor Coordination: Experienced in managing outsourced IT partners to ensure high-quality service under pressure.
• Root Cause Analysis: Skilled in identifying and addressing underlying issues through RCAs.
• ITIL 4 Practitioner in Incident & Problem Management.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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