IPC Manager
(Incident, Problem, Change Manager)
Role Summary
The IPCS Manager is accountable for managing the end-to-end IT service management (ITSM) processes of Incident Management, Problem Management and Change Management, ensuring the delivery of high-quality, stable, and efficient IT services. This role includes responsibility for process governance, compliance, continuous improvement, and regular performance reporting to stakeholders.
Key Responsibilities
Incident Management
- Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
- Manages bridge participants to ensure alignment with the processes.
- Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
- Escalates, where required, to ensure outcomes are achieved.
- Works in a 24/7 environment.
- Communicates to appropriate stakeholders in a timely fashion.
- Manages post major Incident activities, thereby ensuring that root cause is investigate.
- Reviews the performance of the people and process to ensure that it is optimal.
- Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
- Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
Problem Management
- Manage root cause analysis (RCA) for significant and recurring issues.
- Identify and implement long-term solutions to eliminate known errors.
- Maintain and govern the Known Error Database (KEDB).
- Proactively prevent incident recurrence through analytics and continuous service improvement.
Change Management
- Own and govern the end-to-end change process - coordinate with requesters, technical teams, and business stakeholders to ensure including request, risk/impact assessment, resource availability, backout planning, scheduling, approval, implementation, and post-implementation review are thoroughly conducted.
- Chair or support the Change Advisory Board (CAB) and Emergency CAB (eCAB).
- Define and enforce change policies, controls, and communication protocols.
- Act as the primary point of contact for change-related communication across all teams and stakeholders.
- Ensure stakeholders are well-informed of upcoming changes and potential impacts.
- Communicate change status, scheduling conflicts, and resolutions clearly and promptly.
Governance & Compliance
- Define, implement, and enforce policies, procedures, and controls across IPC processes aligned with ITIL/ITSM best practices.
- Ensure compliance with internal audit, contractual requirements, regulatory, and security requirements (e.g., SOX, PDPA, ISO/IEC 20000).
- Conduct process maturity assessments and drive standardization across accounts.
- Serve as the process owner for IPC and act as a point of authority for account governance issues.
Reporting & Analytics
- Design and deliver regular performance reports and dashboards for incidents, problems, changes, and service requests.
- Track SLA, KPI, and OLA performance metrics to ensure service excellence.
- Provide executive-level reporting and data-driven insights to support ITSM decision-making.
- Conduct root cause and trend analysis using historical data to drive improvements.
- Ensure accurate documentation, process audits, and process health assessments are performed regularly.
Required Skills & Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- ITIL 4 Foundation certification required ITIL Intermediate or Expert is preferred.
- 5+ years of ITSM experience with deep knowledge of IPC processes.
- Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Strong communication, leadership, and stakeholder management skills.
- Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).
Key Competencies
- Process Governance: Strong ability to define and manage ITSM processes at scale.
- Operational Excellence: A focus on driving efficiency, service availability, and user satisfaction.
- Data-Driven Decision Making: Use of metrics and insights to guide continuous improvement.
- Collaboration: Skilled at coordinating across teams, clients and external vendors.
- Leadership Under Pressure: Calm, decisive, and communicative during incidents and outages.
