SC Cleared Major Incident & Problem Manager

SC Cleared Major Incident & Problem Manager

6 Months initially

2 Days per week in Reading

£Market Rate (Inside IR35)

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.

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