Service Operations Manager (Problem & Incident Management)

TL;DR

Service Operations Manager (Problem & Incident Management): Leading global Problem Management and Major Incident Management functions ensuring service stability, operational excellence, and rapid coordinated major incident response. Focus on root cause elimination, long‑term service resilience, performance metrics, and continuous service improvement initiatives.

Location: Hybrid basis, with bright and modern office spaces in London and Lower Eashing, United Kingdom.

Company

hirify.global partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation.

What you will do

• Govern the end-to-end lifecycle of all problem records.
• Partner with L2 SMEs to facilitate structured RCA and corrective actions.
• Lead global response for P1 incidents and coordinate major incident recovery teams.
• Ensure timely client communication and drive clear communication during incident bridges.
• Provide performance metrics and identify systemic issues for improvements.
• Maintain high‑quality documentation and dashboards.

Requirements

• 5–7 years’ experience in Service Management or Technical Support leadership.
• Proven expertise in ITIL Problem & Incident Management, ideally within a medium-large enterprise.
• Strong communication and coordination skills with the ability to engage stakeholders at all levels.
• Proven analytical and RCA skills.
• Experience with ITSM tools (ServiceNow, Remedy).

Culture & Benefits

• Awesome team culture focused on achieving results as a team and having fun.
• Flexibility with a hybrid basis and recognition of work/life balance.
• Bright and modern office spaces with a well-stocked kitchen and dog-friendly policy.
• Fantastic suite of benefits including holidays, life cover, pension, life assurance, and income protection.
• Commitment to sustainability offering volunteering days and a charity donation scheme.