Incident & Problem Manager

We're looking for an experienced Incident & Problem Manager to join our Service Management team. In this pivotal role, you'll lead the end-to-end incident and problem management lifecycle across a multi-supplier environment, ensuring fast, coordinated responses to issues, reducing recurrence, and driving service stability across our technology landscape.

What you'll do:

• Lead the end-to-end Incident and Problem Management process, ensuring alignment with ITIL best practice
• Coordinate responses across internal teams, suppliers, and market participants to keep services running smoothly
• Oversee Major Incident Management, including triage, stakeholder updates, and driving the incident bridge
• Conduct root cause analysis, manage Major Incident Reviews, and ensure timely, high-quality reporting
• Analyse trends and performance data to identify risks, reduce repeat issues, and improve service availability
• Maintain the Problem Management Database, Known Error Database (KEDB), and knowledge articles
• Ensure clear documentation and case management across all incidents and problems
• Champion governance, compliance, and continuous improvement across the SIAM ecosystem

Do you have experience in ServiceNow?, * Strong experience working within an ITIL-based Service Management framework, with deep capability in Incident & Problem Management

• Confidence making decisions under pressure and leading teams through high-impact situations
• Strong analytical skills, able to interpret data, identify patterns, and drive meaningful improvements
• Experience working in a multi-vendor environment, ideally within a SIAM model
• Excellent communication skills, able to engage technical and non-technical audiences
• Proficiency with ITSM tools such as ServiceNow
• Ability to participate in an on-call rota during extended service hours

• Up to £72,000 salary
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too! At Elexon, we want to: * Provide true equality of opportunity * Attract and retain diverse talent * Listen to all voices * Be representative of the communities we work in * Be a role model for Diversity and Inclusion in the industry Elexon together, embracing differences, listening to all voices Ready to make an impact? Join us and help shape the future of energy services.   You must create an Indeed account before continuing to the company website to apply