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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Major Incident Problem & Service Improvement Manager - **Company:** Volkswagen Group - **Location:** Milton Keynes, UK - **Salary:** £49,354.0 - **Contract:** Permanent contract - **Skills:** Data Analysis, Information Technology - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2856361917-major-incident-problem--service-improvement-manager ## About the Role You'll be experienced in IT Service Management, particularly in Major Incident and Problem Management and can bring your skills in leading business critical applications in a multi-supplier delivery model to resolution. You'll have a passion for continuous improvement, with experience designing, enhancing and embedding processes that improve service quality, stability and efficiency., * Proven experience leading Major Incident and Problem Management activities within complex, business-critical IT environments. * You're highly analytical and able to quickly assess complex situations, identify root causes and drive effective, pragmatic solutions. * You are resilient and have sound judgement under pressure, with a track record of navigating challenging situations and delivering positive outcomes. * Strong stakeholder management skills, with the ability to listen, understand differing perspectives and influence decisions across technical, operational and business teams. * You take a proactive approach to identifying risks, anticipating issues and implementing improvements before they impact customers or services. * Experience leading major incidents and coordinating cross-functional teams in multi-supplier environments to deliver successful resolution and service improvement. * You'll be dealing with multiple stakeholders and touch-points so, it's essential you can communicate effectively in person and, in writing and you leave no stone unturned. ## Description We're looking for a Major Incident, Problem & Service Improvement Manager whose core purpose is to ensure minimal impact to the business and rapid restoration of our normal operating service. This is a highly responsive position with significant impact on our business through the management, control, governance and reporting of major incidents and problems reported by our UK support teams. What you'll be doing: * You'll take the lead during major incidents and critical service issues, rapidly assessing situations, making informed decisions and driving resolution to minimise business impact. * Matrix management of virtual resources to resolve major incidents (virtual teams are likely to include internal and external suppliers in different countries). * Analysing trends, identifying root causes and turning insights into practical improvements that enhance service stability, resilience and performance. * Collaborating across business, technical and supplier teams, building strong relationships and influencing stakeholders to achieve the right outcomes. * Listening to and understanding business needs, translating complex technical issues into clear actions, communications and solutions. * Managing competing priorities in a fast-paced environment, remaining calm, adaptable and decisive under pressure. * Responsible for ensuring Post Incident Reviews (PIRs) are conducted for significant incidents to ensure opportunities for process improvement are identified. * Driving continuous improvement by challenging processes, championing best practice and delivering measurable service enhancements. * Providing clear leadership, governance and oversight of Incident and Problem Management processes across the UK, Ireland and international partners. * Influence appropriate progress for problems owned and managed by HQ teams that are not directly within VWFS UK's span of control. * You'll also support the Acceptance into Service (AIS) process by representing the Major Incident Management requirements for all new Applications and Processes being introduced into IT Services. ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How software is steering vehicle technology](https://www.wearedevelopers.com/magazine/515-how-software-is-steering-vehicle-technology) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)