What you’ll be doing::
The Incident, Problem & Change Manager is a key role within the service desk/service operations function, responsible for leading the end-to-end management of major incidents, problem investigations, and change control processes across the Iomart service desk portfolio. The role ensures that service impacting issues are effectively managed, root causes are identified and resolved, and changes are controlled and communicated with minimal risk to service quality.
This role requires close collaboration with service desk teams, technical support groups, account management, and client stakeholders to drive service stability and continuous improvement. The successful candidate will also participate in an on-call rotation to ensure 24/7 coverage of critical incidents.

KEY SKILLS & EXPERIENCE

• Experience in ITIL-based Incident, Problem, and/or Change Management roles within a service provider or cloud infrastructure environment.
• Proven experience managing major incidents in high-pressure environments, including out-of-hours support.
• Strong understanding of ITIL v3 or v4 frameworks and service management best practices.
• Experience working with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, Jira, Opsgenie).
• Excellent communication, stakeholder management, and analytical skills.
• Ability to lead cross-functional teams during incidents and post-mortem activities.
  The successful candidate will also participate in an on-call rotation to ensure 24/7 coverage of critical incidents.
  What’s in it for me?: