Major Incident And Problem Manager Lead

Job Summary:

This role serves as a strategic liaison between IT and business units, driving alignment between technology solutions and business goals, while also overseeing the effective handling of Major Incidents (MI) and Problem Management (PRB) processes. As a trusted advisor, the role provides strategic consulting, ensures high-quality IT service delivery, and leads the resolution and prevention of critical IT issues through cross-functional collaboration, process governance, and continual improvement.

Key Responsibilities:

Strategic IT Partnership & Business Engagement

• Serve as the primary point of contact between IT and business units, ensuring alignment of IT services with business needs and strategic objectives.
• Advocate for both the business and IT by facilitating requirements definition, translating business needs into technical solutions, and championing IT capabilities.
• Drive stakeholder engagement, manage expectations, and ensure high satisfaction with IT services.
• Advise on risks, costs, benefits, and impacts of proposed solutions on business outcomes and operations.
• Facilitate strategic roadmapping and prioritize IT initiatives accordingly.
• Monitor IT performance and report progress to stakeholders regularly (monthly, quarterly, annually).
• Understand financial KPIs and ensure IT investments align with desired business results.
• Promote collaboration between IT, Operations, Finance, and Business Units.
  
  

Major Incident (MI) Management

• Oversee end-to-end MI processes, ensuring timely and effective resolution of high-priority (P1/P2) incidents.
• Lead a team of strategic partner MI managers, providing coaching and ensuring compliance with IT policies and procedures.
• Collaborate closely with technical teams (infrastructure, applications, cloud, vendors, and sites) to resolve incidents within SLA targets.
• Step in during critical incidents to minimize business disruption.
• Drive stakeholder communication for high-visibility incidents, providing clear, consistent updates.
• Prepare and present monthly SLA and performance reports based on inputs from managed service providers.
• Ensure thorough documentation and knowledge capture to strengthen future MI handling.
• Utilize and optimize ServiceNow platform for incident tracking and dashboard reporting.
  
  

Problem Management

• Supervise PRB managers and ensure quality root cause analysis and the implementation of permanent solutions.
• Maintain and improve the Known Error Database (KEDB) and monitor long-term solution effectiveness.
• Utilize methodologies such as 8D, 5 Whys, Fishbone Diagrams, and Is/Is-Not analysis for in-depth problem investigation.
• Interface with related IT service management processes to ensure seamless integration and support proactive incident prevention.
• Drive continual improvement initiatives and process optimization, leveraging AI and automation where possible.
• Foster a culture of accountability, service excellence, and continuous learning within the PRB team.
  
  

Qualifications & Experience:

• Strong technical and strategic acumen, with a proven ability to align IT services with business objectives.
• Extensive experience in global IT project and service management.
• Strong stakeholder management and communication skills.
• Demonstrated leadership in managing cross-functional teams and vendor relationships.
• Expertise in major incident and problem management practices.
• In-depth knowledge of root cause analysis methodologies and continuous improvement tools.
• Strong understanding of IT policies, licensing, contracts, and compliance.
• Familiarity with ServiceNow and related ITSM platforms.
  
  

Work location: Remote role to be based in Europe.

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