Incident & Problem Manager

Responsibilities

• Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk
• Continuously identify and implement improvements to problem and incident processes, supported by data and reporting
• Own service incidents and incident processes, working closely with Service Operations and Service Desk teams
• Support the IT Service team through training, coaching, and mentoring in problem and incident management
• Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard
• Ensure all P1 and P2 incidents are managed effectively and resolved within SLA
• Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes
• Adhere to all legal, ethical, professional, and company standards
• Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists
• Contribute to a positive, collaborative, and engaging workplace environment

• Proven experience in Major Incident Management (MIM)
• Strong expertise in incident and problem management
• Experience managing SLAs and operational governance
• Capability in root cause analysis (RCA) and trend analysis
• Hands‑on experience with Jira Service Management
• Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable)
• Experience working in fast‑paced operational environments
• Service Desk operational experience
• Understanding of service transition and change management processes
• Experience building or improving Major Incident Management frameworks

Demonstrates expertise in Major Incident Management and incident and problem management, with a strong focus on SLAs, operational governance, and continuous improvement. Proficient in root cause analysis and trend analysis, with hands‑on experience in Jira Service Management and knowledge of ITIL frameworks.