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Major Incident & Problem Improvement Manager

Bristol, England, United Kingdom

Major Incident & Problem Improvement Manager

  • NE01913
  • Bristol, England, United Kingdom

About us

At Imperial Brands, we’re a truly international company driven by a strong challenger culture. We’re an inclusive, innovative and responsible FTSE30 FMCG business widely recognised on the global stage. We generate over £30bn revenue and employ over 27,500 like-minded achievers in markets worldwide. We’re driven by a common purpose: to create something better. 

Alongside maximising our respected brands, we’re increasingly focused on developing a leading portfolio of next generation products with lower health risks than regular tobacco products, all underpinned by leading edge science, high-quality innovation and high standards of governance. 

Our entrepreneurial spirit, ability to challenge the status quo and think on our feet along are our keys to success and that of the thousands of people who work here. Here You Can.

The role

Major Incident & Problem Improvement Manager
12 month Contract, Full time
Competitive Salary + Benefits

Here at Imperial Brands we have a brand-new opportunity for an Major Incident & Problem Improvement Manager to join our Global IT organisation. Working closely with Global Service Control Manager and other Service owners across Service Delivery, you will be responsible for designing and implementing new, high quality processes and the strategic development of the Global Major Incident, Incident and Problem processes. Your focus will be ensuring new processes are set up for Major Incidents, Incidents and subsequent Problem management. These processes will need to be managed effectively, and implemented across a global 24x7 operation.

Key accountabilities

  • Set up brand new functions for Incident Management, Problem Management and Major Incident Management
  • Deploy Incident, Major Incident and Problem processes to global IT community and 24x7 operation
  • Create and monitor the execution of improvement plans for both the problem process and the lifecycle of problems.
  • Define a set of documented processes for Problem Management to drive consistency and productivity of team members and suppliers.
  • Ensuring normal services are restored as quickly as possible and adverse impact on operations due to incidents is minimised.
  • Design appropriate metrics for key performance and quality indicators relating to problem and MIM, particularly SLA metrics, in-depth trend analysis and lifecycle of all Major Incidents, Problems and known errors
  • Perform regular reviews of the Global IT environment to identify trends or underlying issues that result in problems, ensuring resources are available to investigate and resolve the root cause.
  • Effective management of any third-party outsource agreements ensuring performance, quality, reliability, and cost effectiveness.

Skills & experience

  • Previous experience designing and implementing processes for Incident, Problem and Major Incident Management from scratch.
  • Proven knowledge and experience of tools, technologies, and methods in Incident and Problem Management.
  • Strong experience in IS Service Delivery and managing, analysing, and resolving Major Incidents
  • Educated to degree level, ideally in Information Technology, Engineering Business, Economics or equivalent.
  • ITIL qualified, preferably in Incident and Problem Management.
  • Previous experience with ServiceNow
  • Knowledge of the consumer products industry, with tobacco industry knowledge is an advantage.
  • Comfortable working in a 24x7 operation.

What we offer

Imperial Brands offers a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period).

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role. 

Apply Now

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold