Incident & Problem Management Lead

We are looking for an experienced Incident & Problem Management Lead to join our growing global I&T Shared Service Team. The role will oversee the BAU operations across I&T in DS Smith, engaging with internal and external supplier stakeholders, ensuring operational excellence and supporting DS Smith's strategic priorities.

Requirements

• Previous experience of working in an Incident & Problem Management position
• Strong understanding of incident and problem management principles, processes, and best practices and experience of driving up KPI achievement
• Proven experience in IT Service Management preferably within a complex, multi-national organisation
• Experience of outsourcing and managing offshore/matrix teams is desirable
• Excellent analytical skills with the ability to identify trends, patterns, with focus on continual service improvement, ensuring continued alignment within a changing business
• Excellent stakeholder management skills and comfort around senior management
• Strong experience with process documentation
• Knowledge and use of Service Management software, preferably ServiceNow
• Fluency in English