Lead IT Service Manager (Incident Manager)

We are seeking an individual with in-depth expertise in Major Incident and Problem Management and a passion for driving operational excellence within a global enterprise environment. This position requires an individual who can lead complex service resolution initiatives, mentor teams, and implement proactive strategies to minimize disruptions and improve resilience. 

The successful candidate will have direct ownership of critical ITSM processes and the opportunity to collaborate with cross-functional teams in a fast-paced, dynamic setting. This is a pivotal lead role, ensuring service continuity, optimizing performance, and shaping best practices across global operations. 

About You – experience, education, skills, and accomplishments

• 7 years of experience in IT Service Management, with proven leadership in Major Incident and Problem Management. 
• Strong knowledge of ITIL V3/V4 frameworks and best practices. 
• Experience conducting Post Incident Review, Root Cause Analysis (RCA), and implementing Corrective and Preventive Actions (CAPA). 
• Ability to monitor and analyse SLAs and KPIs, driving continuous improvement. 
• Hands-on experience with tools such as ServiceNow, PagerDuty, and monitoring platforms (Centreon, Datadog, Pingdom). 
• Excellent stakeholder management and communication skills for engaging internal teams and external partners. 
• Strong mentoring and team development capabilities. 

It Would Be Great If You Have 

• ITIL V3/V4 Foundation Certification (advanced certifications preferred). 
• Exposure to Public or Private Cloud environments. 
• Experience creating and maintaining documentation using Confluence or similar tools. 

What Would You Be Doing in the Role 

• Drive Problem Management programs: RCA, CAPA, and proactive measures to prevent recurrence. 
• Monitor and optimize team performance metrics, implementing strategies to exceed service delivery targets. 
• Conduct Post-Incident Reviews and publish actionable insights for continuous improvement. 
• Provide advanced technical guidance and escalation support to team members. 
• Mentor and train cross-functional team members in ITSM best practices. 
• Govern documentation and reporting for incidents and problems, ensuring accuracy and compliance. 
• Recommend automation and process enhancements to improve operational efficiency. 
• Manage the documentation, publication, and distribution of Major Incident and Problem reports, ensuring consistency, accuracy, and compliance with established standards and procedures. 

Additional Responsibilities 

• Major Incident & Problem Management: 60% 
• Cross-Functional Collaboration & Stakeholder Engagement: 20% 
• Process Improvement & Automation: 20% 

About the Team 

• Global IT Service Management Operations provides 24×7 coverage and leadership for mission-critical IT services. 
• Oversees major incident and problem resolution, ensuring service continuity and operational excellence. 
• Partners with Leadership, Engineering, DevOps, Development, and vendor teams to deliver seamless service experiences. 

Hours of Work 

• Full-time 
• 45 hrs/week 
• Rotational shifts to support global operations 

At Clarivate, we are committed to providing equal employment opportunities for all  qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.