ITIL Problem Manager Practitioner and Major Incident Manager
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ITIL Problem Manager Practitioner and Major Incident Manager with 20 years of ITIL experience delivering customer-focused support for business-critical services. Proven ability to achieve SLAs, drive service improvement, and enhance customer satisfaction. As both a hands-on resource and team leader, I have managed diverse technical and operational teams, on and offshore, 24x7.
Expert in designing (ITIL V3/V4), implementing, transforming, and supporting diverse technologies and services across global operations in financial services, insurance, healthcare and the Civil Service. Effective at identifying service improvement opportunities and restoring underperforming functions. Highly skilled in IT Service Management (ITSM) and Service Integration and Management (SIAM) methodologies, delivering proactive, compliant, and value-driven solutions that strengthen service delivery and operational resilience.
Problem and Incident Manager (EMEA) - SMBC Int. Bank - EMEA
(2024-01 - 2026-06)
Successfully led major incident response and problem resolution, significantly reducing service downtime and minimising impact. Achieved substantial improvements in Mean Time to Restore Service (MTRS) and prevented recurring issues through rigorous Root Cause Analysis and corrective action implementation.
Lead Problem and Major Incident Manager - DS Smith
(2025-03 - 2025-10)
Developed and implemented major incident and problem management frameworks, aligned processes, and templates to support the offshore SIAM provider. Strengthened governance, improved communications and reports (customers and the leadership team), and achieved SLA compliance. Transitioned a failing SIAM/MIM service and owned Major Incident bridges, embedding best practices, upskilling and mentoring resources and driving incident resolution.
Hands-on problem manager, raising, identifying root cause and delivering validated/tested solutions. Mentoring in problem management, best practices and RCA techniques. Developing robust and value-added reporting in problem and major incident management.
Lead Problem Manager - Planet Payments via TCS
(2024-02 - 2024-08)
Led a team of five problem managers, mentoring and embedding best practices. Partnered with clients to refine SLAs and deliver prioritised RCA reports. Owned all client escalations, ensuring effective feedback into service agreements. Implemented robust reporting and governance, adding measurable value to problem and incident management. Implemented robust and aligned processes across service management.
Lead Problem Manager - Fiserv
(2023-07 - 2023-12)
Directed problem investigations for major incidents across global financial services. Strengthened governance and introduced KPI-based dashboards for performance transparency.
Senior Problem and CSI Manager - Ministry of Justice (HMPPS)
(2022-08 - 2023-03)
Supported national technology rollout for HMPPS. Collaborated with third parties to identify root causes, implement solutions, and identify service improvement opportunities. Established strong supplier relationships and delivered value-driven reporting to leadership. Identified service improvement plans resulting in significant fiscal savings.
Project Manager – APAC/EMEA - McDonald's - APAC/EMEA
(2022-01 - 2022-06)
Managed LIOM service transformation and liaised with Gartner on £1m service transition programme across 40% of global markets, aligning Event, Request, Incident, Problem, and Change Management functions — standardised processes and workflows to improve service consistency.
Technology Problem Manager – EMEA - McDonald's - EMEA
(2021-09 - 2021-12)
Enhanced the problem management function across European markets, ensuring alignment with US/global standards.
Problem/Major Incident Manager - The Insolvency Service via Nomensa
(2021-04 - 2021-09)
Led major incident bridge and problem investigations across SIAM and third-party vendors. Authored functional procedures and served as a single point of contact for all operational escalations.
Service Delivery / Lead Problem Manager - Department of Health and Social Care (DHSC)
(2020-10 - 2021-02)
Led the problem management function for Test and Trace. Ensured governance and best practices, managed out-of-hours major incident support, and produced executive dashboards for SLT reporting.
Major Incident Manager – EMEA - RS Components - EMEA
(2019-09 - 2020-08)
Provided 24/7 support for business-critical incidents, maintaining 99.5% service uptime. Led the EMEA/APAC BCP initiative during COVID-19. Coordinated with SOC to ensure business continuity and mitigate security risks.
Problem/Incident Manager – Trader Dress Rehearsal - HMRC via Capgemini
(2019-04 - 2019-09)
Coordinated with third parties and DevOps to resolve critical incidents and ensure successful system testing.
Problem Manager EMEA Digital/Applications - Avis Budget Grp - EMEA
(2018-07 - 2019-01)
Managed PCI and GDPR-related problems, aligning services with third parties. Introduced automated reporting to enhance service visibility and governance.
Problem Manager - John Lewis Partnership
(2018-04 - 2018-07)
Reviewed and improved problem management processes across John Lewis and Waitrose.
Problem Manager - Computacenter
(2017-03 - 2018-01)
Delivered managed services for NFU Mutual and DLG, ensuring effective problem prioritisation and governance. Provided early life support, ensuring entry and exit criteria were achieved.
Problem and Service Manager - Ladbrokes via Harman
(2016-09 - 2017-03)
Led the problem management function, mentoring teams and optimising ServiceNow functionality. Supported both in-house and SaaS-based services.
OMNI Incident/Major Incident Manager - Sopra Steria
(2016-03 - 2016-06)
Directed incident and major incident management for the Ministry of Justice SIAM.
Major Incident Manager On-Shore Lead - PwC via TCS
(2015-07 - 2015-10)
Delivered onshore major incident management services for PwC and embedded best practices within offshore teams.
Problem Manager / Major Incident Manager - Experian
(2015-01 - 2015-06)
Managed global financial services incidents (B2B & D2C). Mentored 2nd line support teams and standardised operational procedures.
Problem Manager - Transport for London
(2014-06 - 2014-12)
Supported London's transport services and bespoke operational systems across multiple business units.
Problem Manager - TNT Express
(2013-12 - 2014-06)
Oversaw the migration of global infrastructure to a SIAM model. Implemented effective problem management procedures. Ensured accuracy and effective logging of knowledge articles.
Problem and Major Incident Manager - NFU Mutual
(2013-06 - 2013-11)
Managed the Hera-Ariadne Migration Project and transitioned problem management to a new support teams.
Service and Operations Manager (Multi-Channel Fulfilment) - Marks & Spencer
(2013-02 - 2013-05)
Maintained and improved e-commerce distribution services. Managed incidents, approved service-affecting changes, and supported post-implementation hyper-care activities.
Problem Manager - PepsiCo Europe - Europe
(2012-11 - 2013-01)
Resolved 600+ aged problems, managing 41 high-priority issues to closure. Strengthened the Problem Management function and mentored new managers in best practices.
Service Delivery Manager - BBC/Reed Professional Services
(2010-12 - 2012-10)
BBC OnAir Client Service Manager, overseeing problem, incident, change, and service management.
SAP Change Manager - Rexam PLC
(2009-01 - 2009-12)
SAP Change Manager for FTSIE100 multi-national manufacturing company.
BEng - Mechanical & Production Engineering - Liverpool John Moores University
