Senior IT Service Manager

6 days ago

Glasgow, Glasgow City, United Kingdom Cathcart Technology Full time £60,000 - £120,000 per year

A major
global
organisation
based in
Glasgow
(hybrid)
are looking for an experienced
Senior
IT
Service
Manager
, to join their growing operations team. If you're passionate about ITIL, thrive in high-pressure situations, and love driving improvements that make a real impact - then it could be a great fit.

The Opportunity

You'll be joining a large tech environment where you'll take
full
ownership
of the
Problem
Management
practice
while also playing a key role in
managing
major
incidents
within the UK. You'll be heavily involved in shaping process, influencing stakeholders, mentoring incident managers, and driving real and measurable change.

If you enjoy spotting trends before they become issues, getting to the bottom of recurring problems, and improving how IT teams respond to critical events, you'll be right at home here.

What You'll Be Doing

** Leading the full lifecycle of Problem Management, ensuring issues are properly analysed, resolved, and prevented from coming back.

** Handling major incidents with confidence by coordinating teams, keeping stakeholders informed, and guiding the business through critical situations.

** Mentoring Major Incident Managers and running Major Incident Reviews.

** Contributing to the wider Enterprise Service Management strategy and aligning Problem Management to the company's transformation journey.

** Driving proactive problem detection through trend analysis and close collaboration with technical teams.

** Owning and maintaining the Known Error Database (KEDB) and supporting knowledge sharing across the organisation.

** Facilitating root cause analysis sessions and ensuring effective documentation.

** Producing KPI reports that highlight the value of strong Problem Management.

** Constantly pushing for continuous improvement across processes, tools, and ways of working.

What You'll ideally Bring

** Several years of hands-on experience in Problem Management within IT.

** Strong
Major
Incident
Management
experience
- dealing with high-stakes outages.

**
ITIL 4 Foundation certification
is essential.

**
ITIL 4 Problem or Incident Management
are hugely advantageous.

** Excellent analytical skills and the ability to break down complex technical issues.

**
Confident
communication
skills
and the ability to translate tech into clear actions for both technical and non-technical stakeholders.

** Experience with
ServiceNow
for
Problem
Management
is a strong bonus.

This is a chance to join a well-renowned global organisation offering genuine
career
progression
, world-class learning and
development
programmes
. You'll be part of a supportive, inclusive culture that
values
innovation
,
collaboration
, and
personal
growth
, all while giving you the platform to make a real impact across a large and evolving IT function.

In return, they are able to offer a
competitive salary
alongside a
great
benefits
package
which
includes
a
bonus
The office is based in
Glasgow
city
centre
where you would be expected to be
onsite 2-3 days a week.

If you're keen and think this could be a good fit then
please
apply
or
contact
Matthew
MacAlpine
at
Cathcart
Technology
.

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