IT Incident & Problem Manager – Security Cleared We are looking for a skilled Incident & Problem Manager to take ownership of ICT disruptions and ensure long-term stability across a large and complex environment. This role focuses on managing critical incidents, identifying root causes of recurring issues, and implementing sustainable solutions to keep systems reliable and available. You’ll be central to improving service quality, applying ITIL practices, and driving process improvements that reduce risk and enhance business outcomes.

This position requires an active TSPV/TSPA security clearance.

What you’ll do

• Take accountability for the incident lifecycle — from logging and triage through to resolution and closure.
• Lead major incident responses, coordinating multiple teams to restore services with minimal downtime.
• Track and analyse incident patterns, providing clear reporting and communication to stakeholders.
• Conduct problem investigations, perform root cause analysis, and ensure preventative measures are implemented.
• Maintain documentation such as workarounds, lessons learned, and the Known Error Database.
• Work closely with change and release functions to ensure permanent fixes are deployed effectively.
• Drive continual service improvement initiatives, using insights from incidents and problems to strengthen processes.

What we’re looking for

• Strong background in incident and problem management within enterprise-scale ICT environments.
• Practical understanding of ITIL v3 or v4, with proven ability to apply frameworks in operational settings.
• Experience leading major incident responses and engaging both technical teams and senior stakeholders.
• Demonstrated expertise in root cause analysis and implementing corrective and preventative actions.
• Skilled communicator who can produce clear reporting and foster positive stakeholder relationships.
• Comfortable working in high-pressure, high-availability technology environments.

Nice to have

• ITIL v4 certification (Foundation or Intermediate).
• Knowledge of ServiceNow and its workflows for incident and problem management.
• Background working within government or other regulated ICT environments.
• Exposure to related ITSM functions such as change, release, and configuration management.
• Familiarity with modern delivery approaches such as Agile, DevOps, or hybrid models.