Incident & Problem Manager

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

What You'll Do:

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.

What You'll Bring:

• 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 ServiceNow
• 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

Benefits:

• 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

Why You Should Apply:

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.

Ready to Apply?

Contact Daniel Newton to find out more.

Please apply with a CV and a cover letter outlining why you're perfect for the role.

Know someone great for the job? We also offer a referral scheme, get in touch!

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!