IT Service Manager (Incident, Major Incident, Problem)

Overview:

Job Description

IT Service Manager (Incident, Major Incident, Problem)

Location: Hybrid / London

About us

IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.

That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.

The role

The ideal candidate will have a strong process ownership and communication mindset, ensuring that incidents are managed effectively while also implementing problem management strategies to prevent recurrence.

We currently operate a hybrid working model. This entails 3 days per week collaborating with colleagues in the office, and 2 days working from home.

Key responsibilities

• Own and manage the end-to-end Major Incident process, ensuring efficient and effective response, resolution, and communication.
• Act as the primary point of escalation during major incidents, coordinating technical teams, vendors, and business stakeholders.
• Lead incident response calls, driving quick resolution while minimising business impact.
• Ensure timely and clear communications to stakeholders, including senior leadership, throughout the incident lifecycle.
• Conduct post-incident reviews (PIRs), identifying root causes and ensuring follow-up actions are tracked and implemented.
• Work closely with Risk, Governance, and Compliance teams to align incident and problem management activities with broader risk management strategies.
• Ensure that major incidents and problem trends are assessed for potential risks and recorded in the appropriate IT Risk Register.

• Own and develop the Problem Management process, driving a culture of proactive issue resolution.
• Identify trends, recurring issues, and systemic problems, implementing corrective actions.
• Work with technical teams to conduct root cause analysis (RCA) and ensure long-term fixes are implemented.
• Maintain a problem register, tracking known errors and ensuring effective resolution.
• Develop and maintain Problem Management reports, tracking trends, root causes, and recurring issues.
• Use data-driven reporting to highlight areas for improvement, measure the impact of problem resolution efforts, and support risk mitigation.
• Provide regular insights and analysis on major incidents, problems, and known errors to senior management and key stakeholders.
• Ensure that incident and problem resolution actions are followed through, holding teams accountable for agreed remediation plans.
• Escalate non-compliance or delays in remediation to senior management where necessary, ensuring a culture of accountability.
• Implement governance mechanisms to track problem resolution progress and ensure timely completion of corrective actions.

• Drive a reduction in major incidents and recurring issues through data-driven analysis and targeted interventions.
• Collaborate with service owners and support teams to improve incident response times and problem resolution strategies.
• Develop and deliver process training and awareness sessions to ensure adoption across IT teams.
• Own and maintain incident and problem management policies, processes, and procedures.
• Provide regular reports on incident and problem trends, KPIs, and improvement initiatives.

• Proven experience in Major Incident and Problem Management in a complex IT environment.
• Strong leadership and decision-making skills under pressure.
• Proven track record of leading incident resolution from the front in large or complex organisations.
• Experience in process ownership and creation, with a track record of improving and embedding Major Incident & problem Management.
• Strong analytical skills with experience in root cause analysis and trend identification.
• Excellent stakeholder management, able to communicate effectively at all levels, including to the Executive.
• ITIL v3/v4 certification (Managing Professional preferred).

• Competitive Benchmarked Salary
• 25 days holiday
• Discretionary bonus scheme
• Employee assistance programme
• Annual holiday buy (up to 3 extra days)
• Salary sacrifice benefits
• Annual benefits reviews
• The option for professional qualifications and study support

• A full job description can be seen here.