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Incident & Problem Manager

Job Title: Incident & Problem Manager
Contract Type: Contract
Location: Portsmouth, Hampshire
Salary: competitive day rate
Start Date: ASAP
Duration: 6 months
REF: KK_INCIDENT_1613063087
Contact Name: Kerry Knight
Contact Email:
Job Published: 6 months ago

Job Description

Incident & Problem Manager

6 month contract


Leading Defence Industry service provider require an SDM to join their Incident and Problem management team to work on an ongoing contract basis. Please note the role with involve some travel and on-site work.

**A national security clearance is required for this role but candidates not holding this level of clearance will be considered**

The role will consist of:

  • Experience in building and developing an existing Service function.
  • ITILv4 service management experience (desirable But must have ITIL V3)
  • Must aspire to a culture of service excellence: always putting the customer, our colleagues, and our business at the centre of everything.
  • Experience of establishing, implementing and maintaining KPIs/ SLAs
  • Experience quantifying and analysing Service Desk performance.
  • Hands-on experience delivering, Digital, Telephony and Cloud services
  • Experience of managing stakeholders.
  • Experience of problem management.
  • Familiarity with ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product-specific support.
  • Experience implementing and improving processes and procedures


  • Knowledge of ITIL Service Management
  • Experience of Defence environment and protectively marked material procedures
  • Experience of ITIL Service Delivery.
  • Experience of generating regular Reports.
  • Experience of Major Incident Management and Problem Management and running RCA's
  • Experience of Business Continuity.
  • Experience of Compliance (GDPR,).
  • Proven ability to produce high quality deliverables in terms of content and presentation.
  • Ability to work under pressure to tight deadlines.
  • Ability to manage conflicting priorities, multitask and meet deadlines
  • Excellent communicator.
  • Ability to manage conflicting priorities, multitask and meet deadlines.
  • Strong Stakeholder management.
  • Strong analytical and problem-solving ability.
  • ITIL related certifications. Foundation and OSA
  • Share best practice and promote innovation.
  • Promote continuous improvement mindset across all areas of Group IT.
  • Experience of budgets
  • Experience of working within regulated businesses (desirable).

For more information please apply here or send a CV direct to

Project People is acting as an Employment Business in relation to this vacancy.