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Incident & Problem Manager, IT Service Quality (Hybrid)



IT, Quality Assurance
Manchester, UK
Posted on Friday, September 1, 2023

Job Category:


Pay Grade Range:

£41,005.00 - £95,685.00

Disclaimer: The base salary range represents the low and high end of Altus Group’s “Pay Grade Range” for this position in the primary work location. Actual hiring salaries will vary depending on factors including but not limited to work experience, and geographic market data for the role. The Pay Grade Range listed above does not reflect Altus Group’s total compensation for employees. Other rewards may include an annual bonus, flexible work arrangements, and region-specific benefits.

Unlock your Altus Experience!

If you’re looking to advance your career in data analytics, expertise, and technology for the rapidly growing global CRE market, there’s no better place than Altus Group. At Altus, our work is purposeful. Every day, our employees drive impact, innovate, and shape the global commercial real estate (CRE) and PropTech industry.

Our people-centric culture empowers you to deliver in a high trust, high performance culture, surrounded by an inclusive team that’s collaborating to modernize our industry. We invest in our people with training and growth opportunities designed to propel you further in your career while providing a flexible and progressive workplace that reflects our values and teams.

Reporting to the Director of IT Service Quality, you will be responsible for the day to day running of all Incident & Problem management activities, playing a lead role in the resolution of Major Incidents and identifying their associated root cause. Working alongside the Director of IT Service Quality you will be responsible for the successful execution of the Incident & Problem Management processes ensuring consistent process adherence across the Altus Group.

Key Responsibilities:

  • Development and enhancement of existing Altus Group processes in line with best practice and Industry standard

  • Driving Service Improvement initiatives to mature existing Incident & Problem Management practices

  • Ensuring the Incident & Problem Management processes are adhered to across the Altus Group​

  • Responsibility for the day to day running of the Incident & Problem management processes

  • Maintaining process documentation

  • Oversee the effective execution of the Incident Management Process

  • Manage all Major Incidents within the Altus Group environment

  • Working alongside internal resolver teams to effectively coordinate the successful resolution of Incidents in line with SLAs

  • Driving root cause analysis (RCA) investigations into all Major Incidents

  • Conducting Post Incident Review (PIR) calls to identify root cause and lessons learned

Key Qualifications:

  • Experience with current best practices in IT standards, principles, and security practices

  • Previous experience as an Incident or Problem Manager

  • Experience managing 3rd parties and 3rd party delivered services

  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

  • Expert knowledge of ITIL disciplines; ITIL Certified

  • Excellent leadership and interpersonal skills, written and verbal communication skills, business facing/business service skills, business acumen, and organizational skills

  • Previous experience with ServiceNow desirable

  • ITIL Foundation essential


What Altus Group offers:

  • Rewarding performance: We are pleased to be able to provide employees competitive compensation, incentive and bonus plans, and a total rewards package that prioritizes their mental, physical and overall financial health.
  • Growth and development: As a destination for top industry talent, we’re investing in you to meet the evolving needs of our clients and deliver on your professional goals. Our Altus Intelligence Academy offers over 150,000 hours of learning materials catering to diverse stages of an employee’s career journey.
  • Flexible work model: We’re modernizing our employee programs to reflect the new world of work. Our Activity-Based Work model provides you with flexibility to align your work location to the work being performed - office for connecting and collaborating, and remote for focused work.

Altus Group is committed to fostering an inclusive work environment where all clients and employees feel welcomed, accepted and valued. We provide an atmosphere free from barriers to promote diversity, equity, and inclusion, and encourage equal opportunities for all employees. We’re seeking candidates with diverse experiences and provide accessible candidate experiences throughout the selection process. If you need accommodation,

We appreciate all applicants who take the time to apply to Altus Group. Please note that only those who are selected to move forward in the process will be contacted. Thank you.