Interim ITIL Incident & Problem Manager at Michael Page Technology, Liverpool, 6 Months, £500-£600 per day

• We are seeking an experienced Interim ITIL Incident & Problem Manager to lead major incident response, define best-practice, and drive measurable improvements in service resilience across a complex enterprise technology environment.
• This is a high-impact role for a delivery-focused contractor who can operate hands-on, influence senior stakeholders, and embed sustainable improvements in Incident and Problem Management.

Client Details

• Michael Page Technology are proud to be partnered exclusively with a large, complex UK-based organisation operating mission-critical technology services, currently investing in the maturity and resilience of its IT Operations and Service Management function.
• The organisation runs a diverse, enterprise-scale technology estate and is seeking specialist contract expertise to deliver measurable improvements in incident response, service stability, and operational performance.

Description

• As the Interim ITIL Incident & Problem Manager, you will define and deliver strategy and roadmap, aligned to enterprise service management objectives.
• You will design, implement, and continually optimise end-to-end Incident Management processes, including incident detection and alerting, prioritisation, categorisation, and triage.
• Regular stakeholder communication will be a central aspect of the role, with you managing relationships with the wider Technology team, and senior leaders across the organisation.
• In terms of this, you will act as the central authority for Incident and Problem Management, engaging service owners, support teams, senior stakeholders, and third-party suppliers to drive rapid resolution and improvement.
• You will have significant impact upon Incident life cycle governance, evidence capture, and transition into Problem Management.
• This transition will focus on designing and embedding a robust Problem Management framework, ensuring high-quality root cause analysis (RCA).
• You'll ensure that actions are owned, tracked, and delivered, and that lessons learned are Embedded across services.

• In addition you will lead Major Incident Management for P1 and P2 incidents, coordinating technical triage, engaging resolver teams, and driving incidents to resolution.
• You will provide clear, confident communications to senior stakeholders during and after major incidents, and produce actionable operational reporting and KPIs, evidencing service performance and improvement.
• Teamwork will be key, as you will collaborate with service owners to identify systemic issues and prioritise service maturity improvements.
• From a vendor management perspective, you will manage and coordinate third-party suppliers and technology partners during incidents and problems.
• You will bring ideas to the table, driving opportunities for automation in incident detection, response, and resolution.

Profile

As the successful candidate for the Interim ITIL Incident & Problem Manager role, you should have:

• Proven experience (3-5+ years) delivering enterprise-level Incident and Problem Management within complex environments in an interim capacity.
• Strong background in Major Incident Management, with excellent stakeholder engagement ability.
• ITIL v3 or v4 certified (Incident & Problem Management).
• Experience working with Service Management tooling, ideally Jira Service Management and/or ServiceNow.
• Ability to translate complex technical issues into clear, business-focused messaging.
• Comfortable operating in environments that span IT, OT, and automation.
• Outcomes-focused, pragmatic, and able to challenge the status quo constructively.
• You will be based local to Liverpool, given the requirement of being based 5 days per week on-site.

Job Offer

• £500 - £600 per day.
• Outside IR35.
• 6 Month Contract (Likely Extension).