ITSM Incident Process Manager
About the job
What you'll do
Own and continuously improve the Incident and Major Incident Management frameworks, setting standards and governance while monitoring compliance and performance across internal teams and external providers. Lead supplier reviews and stakeholder governance, drive sustainable service improvements, and provide leadership during critical business-impacting incidents.
What they're looking for
A bachelor's or master's degree in IT, Business Information Management, or a related field and ITIL 4 Foundation certification are requested; additional ITIL qualifications are advantageous. Candidates should have incident or crisis management experience in complex multi-supplier environments, ServiceNow ITSM experience, strong stakeholder and supplier influence, a record of process improvement, analytical ability, and excellent English communication skills.