Unilever
Major Incident & Problem Management Manager
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Job Title: Major Incident & Problem Management (MIM) Manager
Service Lines/Domain/Foundation: Cross Domain (Office of the CIO)
Work Level: WL2C
Reports to: Head of Service Management
Scope: Service Management
Location: UK
Purpose of the Role
The IT Major Incident & Problem Manager is responsible for driving the rapid, coordinated response to high-severity IT incidents and ensuring robust root-cause analysis and long-term remediation of underlying problems. The role safeguards service stability, minimises business disruption, and maintains confidence in IT operations through structured governance, strong communication, and proactive problem prevention. The role will also lead the Cyber and IT ‘Joint Operation Centre’ programme ensuring a coordinated response across tech, cyber and our wider organisation.
Responsibilities
Major Incident Management (MIM)
- Lead end-to-end management of all Major Incidents (P1) from detection to service restoration.
- Rapidly assess impact, initiate bridges/war rooms, and orchestrate cross-functional technical teams.
- Provide clear, timely, and executive-ready communications throughout the incident lifecycle.
- Ensure adherence to MIM processes, SLAs, and escalation frameworks.
Problem Management
- Own the Problem Management process, ensuring rigorous investigation and closure of Problems.
- Conduct RCAs using structured methodologies and define preventive actions.
- Ensure accountability for long-term fixes.
Process Ownership & Governance
- Maintain, improve and govern Incident and Problem Management processes aligned to ITIL best practice.
- Ensure process compliance, data quality, and audit readiness.
- Develop KPIs, dashboards, and service health reporting.
Stakeholder & Communication Management
- Act as primary escalation point for leadership during outages.
- Engage Service Owners, Product Teams, Cyber Security, Vendors, and Markets throughout incident/problem cycles.
- Drive transparent communication and post-incident learning.
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Continuous Improvement
- Lead lessons learned and service improvement initiatives to strengthen resilience.
- Identify recurring patterns and opportunities for automation and optimisation.
Training & Awareness
- Develop and deliver training programs for incident responders and stakeholders.
- Promote awareness of the MIM process across the organisation to ensure consistent understanding and execution.
Tools, Data & Reporting
- Ensure timely updates in ITSM tooling (ServiceNow or equivalent).
- Produce weekly, monthly, and executive-level reporting on incident/problem trends.
Key Interactions
- Tech & Cyber leadership.
- IT Service Owners, Product Owners, Family/Domain Owners.
- Cyber Security Operations & Response teams.
- Vendors & technical teams.
- CDIOs and In-Market teams.
- Partner ITSM teams.
Experience & Qualifications
- 5+ years in ITSM, Operations, or Technical Support roles.
- Strong experience managing Major Incidents in global, complex environments.
- Understanding of IT & Cyber operation and incident response frameworks.
- ITIL v4 Foundation or higher preferred.
- Excellent communication, facilitation, and analytical skills.
- Experience of leading global virtual teams and communicating with, and managing senior stakeholders.
NOTES
Please apply via this portal as e-mail applications may not be processed and include your Future Fit Plan if possible. By applying for this vacancy, you are confirming that you have made your Line Manager aware of your application and that you are at a point in your career with Unilever where it is appropriate for you to be applying for other positions. Should you require additional information or reasonable adjustments to allow you to present your best self during this process, please contact your Talent Partner Wes Scott on Wes.Scott@unilever.com
What we offer
Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.
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Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, including about our Employee Resource Groups, please click here Equity, Diversity & Inclusion (unilever.com).
Relocation to the UK
Please be aware if you are applying for this role from outside the UK, if successful, your application will be treated as a self-initiated Change Location Outside of Country (CLOC) transfer. This means any relocation costs must be self-funded with the potential to reclaim some specific pre-approved expenses up to £5,000. Please speak to your Talent Partner if you have any questions.
We are one of the world’s largest consumer goods companies with amazing brands, dynamic people and a sustainable vision. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life. If you are ambitious, keen to learn and want to lead, you have come to the right place. Explore our website and apply to be part of a company with more than 400 brands used by over two billion people everyday.
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