Job Description

As an

Incident & Problem Manager

at

Evri,

you will play a pivotal role in governing IT Incidents and Problems to minimise disruption across the business. You will take ownership of the Major Incident process (P1/P2) as well as lower-level incidents (P3/P4), ensuring swift recovery of services, clear communication, and a consistent customer-first focus. In addition, you will drive the Problem Management process, delivering Post Major Incident Reports, root cause analysis, and Service Improvement Plans to reduce incident volumes and improve overall system stability.


This role is critical to protecting Evri from the financial and operational impact of IT outages, and you will work collaboratively with IT teams, business stakeholders, and external partners to ensure service resilience and continuous improvement.

This is a great time to be joining us! We are growing year on year, with ambitious plans for future growth and we would love to give you the opportunity to grow with us!

Interested? Take a look below to understand what you'll be doing as Incident / Problem Manager:

Owning and governing the Incident Management process, ensuring it is fit-for-purpose and supports SLA achievement. Leading recovery of high-profile, complex Major Incidents (P1/P2) to restore service quickly and minimise disruption. Producing and distributing clear, timely, and accurate incident communications for technical and business stakeholders, including executive management. Driving the Incident Reduction Plan, targeting a decrease in major service-impacting incidents. Producing Post Major Incident Reports with comprehensive detail for root cause analysis. Performing regular reviews with resolver groups to address breached or aged tickets and improve performance. End-to-end ownership of the Problem Management lifecycle - logging, assessment, investigation, resolution, closure, and Known Error tracking. Identifying incident trends and working with resolver and development teams to proactively address root causes. Leading Continuous Service Improvement (CSI) and Service Improvement Plans for services with high incident/Problem volumes or technical debt. Ensuring accurate data capture and reporting for Problem Management KPIs, CSFs, and objectives.

Still interested? Great News! We are looking for:

Degree level education or equivalent professional experience. Full understanding of ITIL Incident & Problem Management lifecycles, principles, and practices. Proven track record of leading Major Incident Management in a 24/7 environment, with strong focus on service restoration. Experience in Problem Management, root cause analysis, and service improvement planning. Strong understanding of IT infrastructure in a logistics or similar business environment. Demonstrable experience in managing complex plans involving multiple stakeholders and task owners.

At Evri, we know we only grow if our people do too. That's why we're committed to building a truly inclusive and diverse workplace where everyone can bring - and be - their whole authentic selves. We're on a journey to better represent the customers we serve around the UK. We're committed to removing barriers and ensuring that every person at Evri is valued for who they are and what they bring to our business.

We are Evri. Where everyone is welcome.

We're excited for the future. Let's deliver it together.

Reference Number: EVRI1134078-3945364



Location: Remote