Incident, Problem & Change Manager

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 Responsibilities

Incident Management

• Lead and coordinate the resolution of major and high-priority incidents, ensuring swift service restoration and minimal business impact.
• Chair major incident review calls and drive timely updates to stakeholders, including senior leadership and customers.
• Ensure adherence to the incident management process, SLAs, and escalation protocols.
• Maintain detailed records of incident timelines, communications, and resolution outcomes.

Problem Management

• Perform root cause analysis (RCA) on recurring or significant incidents, ensuring underlying issues are identified and addressed.
• Drive the implementation of long-term fixes and preventive measures across technical and operational areas.
• Maintain and track the problem register, ensuring problems are prioritized and progressed appropriately.
• Collaborate with technical teams to analyse incident trends and proactively identify potential service risks.

Change Management

• Support the planning, risk assessment, and execution of changes within the managed cloud environment.
• Act as a gatekeeper in CAB (Change Advisory Board) meetings to ensure changes meet compliance and operational standards.
• Work with project managers and service owners to align changes with customer expectations and minimal service disruption.

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.

Salary: up to £53,000 DOE + Benefits

iomart is the UK’s leading Secure Cloud Managed Services Provider.  We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.

• We have over 25 years expertise in data centre and cloud services
• Over 600 skilled professionals and turnover over £127m
• Our HQ is in Glasgow and offices across the UK.
• We provide critical services across all public and private sectors

Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com

We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.