Incident & Problem Manager

Smartdesc is seeking an Incident & Problem Manager to ensure the stability and effectiveness of IT services for clients. This role involves managing the entire incident lifecycle, promoting operational excellence, and acting as a process owner and champion for change management. The ideal candidate will be proactive, analytical, and possess strong communication skills.

Requirements

• Proven experience in Incident/Problem/Change Management in a Managed Services or IT Service Provider environment.
• In-depth knowledge of ITIL principles, with ITIL Foundation certification preferred.
• Strong analytical and troubleshooting skills with experience in root cause analysis and trend identification.
• Excellent organisational and communication skills.
• Ability to drive process improvements and foster a culture of continual service enhancement.
• Experience with ITSM tools (e.g., ServiceNow, Remedy, Cherwell, or similar).

Benefits

• Competitive salary
• Professional development and ITIL certification support
• Collaborative and forward-thinking IT Managed Services team