Our client is seeking an experienced Incident, Problem, and Change Manager to join their IT Service team. This role involves coordinating and driving the management of incidents, problems, and change records, ensuring adherence to ITIL Service Operations best practices. You will work collaboratively with stakeholders across the organisation and with external service providers to minimise service disruptions, enhance operational efficiency, and uphold high standards in IT service delivery. Click here to read more
Job Duties:
- Manage the lifecycle of incidents, ensuring prompt resolution in line with impact and risk parameters.
- Communicate effectively with internal stakeholders and external suppliers to provide updates on service outages and resolutions.
- Oversee the change management process, ensuring all changes are reviewed, approved, and executed safely.
- Facilitate the Change Advisory Board (CAB) and Emergency Change Advisory Board.
- Lead investigations into major incidents and failed changes to identify and mitigate root causes.
- Drive implementation of action plans to prevent recurrence of incidents and issues.
- Maintain and update knowledge articles, documentation, and processes.
- Collaborate with the Service Excellence Manager on post-incident reviews and reporting.
- Provide out-of-hours on-call support as part of a rota, acting as Duty Manager for incidents and change coordination.
- Develop and maintain a situational awareness of organisational products, technology services, and vendor relationships.
- Promote collaboration across technical and business teams to align with organisational goals and compliance standards.
Job Requirements:
- Knowledge of ITIL Service Operations best practices, with ITIL Foundation certification desirable.
- Experience using ITSM tools such as ServiceNow or BMC Remedy.
- Proven track record in incident, problem, and change management, preferably within Financial Services.
- Strong analytical mindset and disciplined problem-solving approach.
- Proficiency in Office 365 collaboration tools.
- Experience with outsourced technical landscapes is desirable.
- Ability to communicate technical concepts clearly to non-technical audiences.
- Strong people skills, including empathy and the ability to advocate for non-technical stakeholders.
- Line management experience is beneficial but not mandatory.
What You’ll Love:
This role offers an opportunity to make a significant impact on IT service delivery within a dynamic and collaborative environment. You will work with a diverse range of stakeholders, technical teams, and vendors, contributing to operational excellence and customer satisfaction. Our client provides a supportive workplace that values professional growth, innovation, and teamwork.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
