ITSM Incident & Problem Manager (Contract) - Financial Services, UK
Overview
We are seeking an experienced and strategic Incident & Problem Manager for a 12-month contract opportunity starting in December 2025/January 2026. This pivotal role will lead the strategic direction and execution of Incident and Problem Management processes for our major banking client in the UK, ensuring adherence to ITIL best practices and driving continuous service improvement across a regulated environment.
Key Responsibilities
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Major Incident Leadership: Own and lead the end-to-end major incident response and escalation processes, ensuring swift resolution and clear communication.
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Problem Management: Drive the entire Problem Management lifecycle, including prioritization, resource allocation, and rigorous Root Cause Analysis (RCA) to prevent recurrence.
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Stakeholder Engagement: Act as the primary liaison between internal EY delivery leads and high-level client stakeholders, managing expectations and providing transparent reporting.
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Process Optimization: Strategically shape and refine existing Incident and Problem workflows, escalation matrices, and reporting structures to maximize efficiency and service quality.
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Performance Monitoring: Ensure strict adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Required Experience & Skills
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ITSM Leadership: 5+ years of demonstrable experience in senior IT Service Management (ITSM) leadership roles.
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Tool Expertise: Strong, hands-on understanding and administrative experience with ServiceNow Incident and Problem Management modules.
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ITIL Foundation: Deep familiarity with ITIL frameworks, specifically concerning Incident, Problem, and Change Management.
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Core ITSM Components: Practical working knowledge of CMDB (Configuration Management Database), SLA tracking, and formal RCA frameworks(e.g., 5 Whys, Fishbone).
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Sector Experience: Experience working within the banking sector or other heavily regulated environments(highly preferred).
Role Details
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Job Title: ITSM Incident & Problem Management Manager
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Contract Length: 12 Months
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Start Date: December 2025 / January 2026
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Location: UK-based (specific client location will be confirmed)
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Client Sector: Banking / Financial Services
Apply now to take ownership of critical service delivery processes for a major UK financial institution.
