IT Incident, Problem and Change Manager

Responsible For

The IPC Manager drives operational stability, high service availability, and business continuity across the enterprise. Actively bridging technical operations with real-world business activities, this role ensures scheduled IT changes and unexpected outages are managed through the lens of business risk, operational schedules, and company KPIs.

The ideal candidate leads swift restoration during Major Incidents while governing the IT Change Management lifecycle—safeguarding revenue-generating systems, critical business workflows, and customer service delivery from IT-driven disruption.

Main Activities And Responsibilities

Business Protection & Operational Alignment

• Business Impact Mapping: Map technical infrastructure and software dependencies directly to core business processes, key operational schedules (e.g., month-end financial closes, peak trading hours, critical dispatch windows), and business KPIs.
• Business-Centric Scheduling: Align deployment maintenance windows around the business's operational cadence to actively avoid high-risk operational periods and minimize revenue or productivity loss.
• KPI Impact Mitigation: Evaluate both emergency incidents and planned changes against non-IT performance metrics (e.g., SLA compliance, customer experience scores, order processing throughput) to prioritize IT actions based on true business severity.
  
  

IT Change Management

• CAB Facilitation: Chair the Change Advisory Board (CAB) and Emergency CAB (ECAB), ensuring representatives from affected business units are present to evaluate change viability.
• Business Risk & Conflict Assessment: Scrutinize change requests for potential system collisions, poor rollback strategies, or hidden operational risks prior to authorizing implementation.
• Change Governance & Compliance: Maintain robust governance, ensure standard operating procedures are followed, and track the overall Change Success Rate.
  
  

Major Incident Management

• Crisis Bridge Leadership: Lead resolver teams, key stakeholders and third-party vendors during P1/Major Incidents to drive swift resolution.
• On-Call Escalation Management: Participate in an on-call rotation to handle Major Incident Management (MIM) escalations, ensuring immediate response, structured leadership, and swift resolution during critical outages.
• Business-Focused Communication: Translate complex technical issues into clear, business-impact language for executive leadership and operational stakeholders during active outages.
• Post-Incident Reviews (PIR): Lead post-mortem analyses following outages, measuring the total business downtime and operational cost to drive preventive actions with Problem Management.
  
  

Core Competencies

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function/line of business
• Ensure compliance within function/line of business & industry associations, managers, peers & direct reports
• Establish & manage effective relationships with key stakeholders, internal & external,
  
  

including with functional & industry associations, vendors, Board & Executive team

Key Skills And Capabilities

Business Operations & Risk Acumen

• Deep understanding of how enterprise IT services power front-line operations, financial reporting, supply chain, or customer-facing channels.
• Ability to negotiate change timing based on business priorities, critical operational peaks, and seasonal workload shifts.
• Competency in assessing how IT downtime or degraded performance directly impacts wider corporate metrics (e.g., CSAT, daily transaction volumes, SLA penalties).
  
  

Technical & ITSM Expertise

• IT Service Management (ITSM): Expert knowledge of ITIL frameworks (Change, Incident, Problem, and Service Level Management) and ITSM platforms.
• Technical Breadth: Functional awareness of cloud infrastructure (AWS/Azure), hybrid networks, databases, and enterprise software architecture to realistically gauge technical scope.
  
  

Soft Skills & Leadership

• Crisis & Bridge Management: Calm, decisive leadership capability during high-pressure system outages.
• Cross-Functional Collaboration: Strong diplomatic, negotiation, and influence skills to balance technical team deployment goals with operational business protections.
• Executive Communication: High proficiency in translating technical jargon into clear, actionable updates for executive leadership.
  
  

Qualifications And Typical Experience

• Bachelor's degree in Computer Science, IT, Business Administration, or equivalent practical experience
• 3–5+ years in IT operations/ITSM with demonstrated success in safeguarding business operations during high-risk IT activities.
  
  

Certifications (Preferred)

• ITIL v3 / ITIL 4 Foundation or Managing Professional Certification
• Certified Business Process Associate (CBPA) or equivalent project management credentials (e.g., PMP, Agile)