Senior Incident & Problem Manager

Become a change maker and the join Node4 Group. 

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

The Senior Incident & Problem Manager will provide and promote a professional, high quality, client focused service to our clients and partners, ensuring industry-leading levels of customer satisfaction. Working as part of the Service Management function, you will be responsible for managing the Incident & Problem Management team ensuring that robust processes are in place to enable effective remediation of Incidents and Problems. This role will support the Head of ITSM with assignment of resources for tasks, regularly lead team meetings and conduct 121 and develop team members. Act as first escalation point for clients and internal departments.

What will you bring?

  • Excellent understanding and working knowledge of both Incident & Problem Management procedures within a Management Service Provider environment. • 
  • Previous people management experience.  
  • Excellent communication skills, both written and verbal. 
  • Able to provide guidance, direction, and ongoing development to team members. 
  • Confidence to work and communicate across a variety of audiences in a professional manner. 
  • Excellent time management skills and an ability to prioritize and multi-task. 
  • Attention to detail and getting it right first time. 
  • Being able to work as part of a team. 
  • Ability to work pro-actively and to tight deadlines. 
  • Managing, prioritising and scheduling team members and tasks. 
  •  ITIL foundation qualified (v3 or v4) 


  • ServiceNow experience

What can we offer you? 

  • Hybrid Working 
  • Private Medical Insurance or Company Paid Health Cash Plan 
  • Employee Assistance Program 
  • 25 days holidays plus your birthday off 
  • Holiday buy back scheme (up to 5 days) 
  • Company Pension Scheme 
  • Life Assurance x 4 
  • A diverse workforce 
  • Employee investment with Node4 training Academy 
  • Family savings and shopping discounts through the Node4 benefits portal. 
  • Discounted Gym Membership 
  • Modern facilities with open and welcoming breakout areas 
  • Company Social events 
  • Never ending supply of hot and cold drinks, biscuits, sweets, and fruit 

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years, acquiring TNP, Risual, and Tisski to form the Node4 group.  We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Simply put, Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

We are the people.

Apply Now