UCAS is at the heart of connecting people to higher education. UCAS is the world’s leading shared admissions service for higher education. We provide application services for UK universities and colleges as well as delivering a wide range of research, consultancy and advisory services to schools, colleges, careers services, professional bodies and employers.
We’re a successful and fast‑growing organisation, which helps hundreds of thousands of people every year. We're committed to delivering a first‑class service to all of our customers — they're at the heart of everything we do.
Business Unit Description
The Digital Services business unit is at the heart of UCAS’ technical innovation, data and infrastructure. It focuses on leveraging data science, technology, and enterprise architecture to enhance UCAS' digital products and services.
The unit is dedicated to developing and improving customer‑centric digital solutions, ensuring seamless and secure online experiences for all users. By providing insightful data and analysis, often made available to anyone with a free‑to‑use intuitive dashboard, Digital Services empowers the Higher Education sector and those interested in the sector with valuable information to make informed decisions.
By working in collaborative, expert‑led, multi‑disciplinary teams, Digital Services drives UCAS’ mission to connect students with their next opportunities through advanced technological solutions.
About The Role
Contractual Hours: 35.00
The Incident and Problem Manager will lead and continuously improve the unified Incident and Problem Management processes to ensure swift service recovery, prevent recurrence of issues, and enhance service quality across UCAS.
Key Accountabilities
* Own the design, governance, and performance of both Incident and Problem Management processes.
* Ensure consistent adoption across internal teams and external suppliers.
* Lead resolution of incidents and problems, including escalation and coordination of major incidents.
* Conduct root cause analysis and maintain the Known Error Database.
* Analyse incident trends to identify underlying problems.
* Collaborate with Service Desk, Change Enablement, Knowledge Management, and other practices.
* Communicate effectively with stakeholders during major incidents and problem investigations.
* Monitor KPIs and drive continual improvement initiatives.
Skills, Qualifications, And Experience
* ITIL v4 Foundation
* ITIL v4 Managing Professional
* Experience with service management tools (Halo, Jira-Atlassian suite)
* Strong analytical, facilitation and stakeholder engagement skills.
* Autonomy – Plans and manages own work within a clear framework
* Influence – Influences teams and stakeholders; may supervise others
* Complexity – Handles complex, varied work across environments
* Business skills – Communicates fluently, facilitates collaboration, understands business context
Package
Salary up to £60,000
* Purpose‑driven work in a charity‑led organisation connecting people to education and opportunity
* Internal training, mentoring, and access to industry‑recognised certifications through our development academies
* Hybrid working model built on trust and flexibility, with a 35‑hour week and flexible contracts
* 30 days annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave
* Everyday wellbeing support through Perkbox, offering discounts and wellness tools
* Onsite facilities including a subsidised gym, café, and free parking at our Cheltenham office
* Inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders
* Recognition and reward through our quarterly employee scheme and an ex‑gratia bonus for going above and beyond
Studies have shown that some groups of people are less likely to apply to a role unless they tick every box. At UCAS we recognise that talent comes in various forms and we are committed to delivering a fair and equitable recruitment process where applicants have an equal opportunity to demonstrate their skills. So, if you are interested in this vacancy, but don't necessarily meet every single point on the job description, please apply.
If you have any questions and would like to find out more about the role before applying, please email the Talent Acquisition team via careers@ucas.ac.uk.
Working Arrangements
Is fully remote working an option? No
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