I’m looking for a remote ITSM or Service Delivery role where I can lead problem and major incident management, improve service performance, strengthen ITIL-aligned processes, and work across technical teams, suppliers and stakeholders to deliver better service outcomes.
Open to opportunities
Jordan Dias
@jordandias
ITSM professional specialising in Problem Management, Major Incidents, service improvement, supplier coordination and stakeholder leadership.
United KingdomWhat I'm looking for
At Mitchells & Butlers, I coordinate Problem and Major Incident Managment an for Digital Services, facilitating resolution bridges with technical teams, digital vendors and support functions. I turn live recovery activity into clear stakeholder updates, downtime tracking, retrospective reports and preventative actions.
I've progressed from service desk and 2nd line support into Problem Management and Major Incident Management. I lead high-severity reviews, analyse recurring incidents, coordinate root-cause investigations, and improve ITIL-aligned processes, reporting and service standards.
I've achieved 130% of expected service desk KPI performance and mentored analysts through onboarding, knowledge transfer and stronger operating practices. My psychology background supports calm communication, structured questioning and user-focused service outcomes.
Experience
Work history, roles, and key accomplishments
MB
Major Incident Manager - Secondment
Mitchells & Butlers
May 2026 - Aug 2026 (3 months)
Coordinate Major Incident Management activity for Digital Services, facilitating incident resolution bridges and owning live incident coordination. Produce retrospective reports and support ITIL process standardisation.
Education
Degrees, certifications, and relevant coursework
Birmingham City University
Bachelor of Science, Psychology
Pursued a degree in Psychology at Birmingham City University, completing studies in January 2021.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
United KingdomAuthorized to work in
Job categories
Major Incident ManagerProblem AnalystIncident ManagerService Delivery ManagerIT Service ManagerService Desk AnalystTechnical Support AnalystMajor Incident ManagementSenior Major Incident CoordinatorIncident Management SpecialistIncident Handling ManagerIncident CommanderCritical Incident ManagementCritical Incident Coordinator
Skills
Major Incident ManagementIncident ManagementProblem ManagementIncident Bridge FacilitationRoot Cause AnalysisPost Incident ReviewITIL V4 Managing ProfessionalService ManagementKPI ReportingSLAVendor EscalationVendor ManagementService ImprovementDigital Platform Downtime ReportingProcess documentationMentorExcelMicrosoft WordPowerPointQueue ManagementCall ReportingBridges
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