In brief
This Major Incident and Problem Manager role oversees critical service disruptions within a complex, enterprise-scale IT environment. The work involves leading technical teams through incident lifecycles, conducting root-cause investigations and ensuring service improvements are implemented effectively.
Best for
Experienced IT incident managers with a background in defence or complex multi-supplier environments.
Non-negotiable
Active SC clearance and sole British, Italian or Japanese citizenship required.
Worth knowing
This is a six-month contract role based in Reading with a requirement to be on-site two days per week; the position is inside IR35.
What you need
Required
SC Clearance
Must already hold
Incident Management
Clearly required in the listing
Problem Management
Clearly required in the listing
Root-cause investigation
Clearly required in the listing
Stakeholder management
Clearly required in the listing
ITIL 4
Clearly required in the listing
Service improvement
Clearly required in the listing
Communication
Clearly required in the listing
ServiceNow
Clearly stated in the job description.
Preferred
No preferred skills or technologies were clearly stated.
Your day-to-day
Lead major incident response
Clearly stated in the job description.
Establish response structures
Clearly stated in the job description.
Assess business impact
Clearly stated in the job description.
Maintain incident documentation
Clearly stated in the job description.
Communicate with stakeholders
Clearly stated in the job description.
Coordinate incident handovers
Clearly stated in the job description.
Manage incident lifecycle
Clearly stated in the job description.
Experience expected
Level
Senior level
Based on what the listing states
Years of experience
Not stated
No clear years requirement found
Evidence from the listing
Experience level
“…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.”
What's on offer
Full job description (from employer)⌄
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. Essential Skills & Experience 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 ServiceNow 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. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change
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Note
We generate this analysis from the job description. The listing may have changed since then, or the analysis may not be fully accurate — always check the original posting before applying.