Incident & Problem Manager

Incident and Problem Manager, Newport (Hybrid Working), £62,256 per annum + benefits

Step into a pivotal leadership role where you'll take ownership of incident and problem management across a critical national infrastructure environment. You'll oversee the governance of best practice frameworks, ensuring timely root cause analysis and preventative actions, while leading a collaborative team and influencing service delivery across a multi-vendor landscape.

This is an opportunity to create tangible improvements in IT service stability, shaping strategies alongside internal and external stakeholders, and delivering long-term value to the business.

• Solid experience in a management role within IT service delivery, with a strong focus on incident and problem management
• Hands-on knowledge of ITIL practices, especially around RCA and service improvement
• Familiarity with service management tools such as Service Now
• Proven experience working with external partners or vendors in a high-pressure environment
• Excellent communication skills, with the ability to translate technical concepts for diverse audiences
• A naturally analytical approach, able to lead investigations and deliver preventative solutions
• Strong leadership and mentoring capabilities, with a proactive attitude to continuous improvement

• 25 days annual leave plus bank holidays
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, doubling your contribution at 10% - totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• "Choices" flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Annual salary review

This newly created role offers the chance to shape processes from the ground up while working in a supportive and forward-thinking IT team. If you're passionate about reducing service disruption, enhancing operational excellence, and driving real change, this could be your next big step.

Note:

We do our best to respond to every application, but due to volume, we can't always guarantee it. If you haven't heard back within 7 days, unfortunately, you haven't been successful this time. Keep an eye on our site for new opportunities!