SC Cleared Major Incident & Problem Manager
6 Months initially
2 Days per week in Reading
£Market Rate (Inside IR35)
My client, a large defence based organisation are looking for a Major Incident & Problem Manager to take ownership of critical incident response and problem management within a complex, enterprise-scale IT environment. You will act as the central point of coordination during major service disruptions, leading technical teams, suppliers and business stakeholders to restore services as quickly as possible. Alongside incident management, you will drive structured root-cause investigations, identify recurring issues and ensure lessons learned translate into meaningful service improvements.
This role requires a confident and decisive individual who can operate under pressure, manage senior stakeholders and coordinate multiple technical teams across a complex, multi-supplier environment.
Please note - Due to the nature of the client and the role, the selected candidate must have ACTIVE SC Clearance and be a sole British or Italian or Japanese citizen
Key Responsibilities- Lead the response to major incidents, coordinating technical teams, suppliers and business stakeholders through to service restoration.
- Establish incident response structures and manage technical conference calls and collaboration forums.
- Assess business impact, urgency, service dependencies and security considerations.
- Maintain accurate incident timelines, actions, decisions and recovery updates.
- Provide clear and timely communications to stakeholders at all levels.
- Coordinate incident handovers across regions and time zones.
- Own the end-to-end major incident lifecycle, including escalation, resolution, closure and post-incident reviews.
- Proven experience managing high-severity incidents within large enterprise IT environments.
- Strong practical knowledge of ITIL 4 Incident and Problem Management.
- Hands-on experience with Service Now Major Incident and Problem Management.
- Strong experience leading root-cause investigations and post-incident reviews.
- Experience operating within multi-supplier or complex service delivery environments.
- Excellent stakeholder management and communication skills, including senior-level and executive engagement.
- Experience developing incident management processes, governance and continual service improvement frameworks.
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