IT Change and Problem Lead
Up to £60,000
Basingstoke
Hybrid working - 2 days onsite
Our client is a large, purpose-driven organisation operating across multiple regions in the UK. They are currently seeking an IT Change and Problem Lead to play a pivotal role in developing a resilient, stable and well-governed IT environment.
This is a key position within the IT Service Assurance function, ensuring that change activity is effectively controlled, risks are minimised, and underlying problems are proactively identified and resolved.
The Role
As the IT Change and Problem Lead, you will take ownership of the end-to-end Change Management lifecycle, alongside leading Problem Management activities (approx. 70% Change / 30% Problem). You will ensure that all changes impacting applications, services and infrastructure are effectively assessed, approved, scheduled and communicated.
In addition, you will drive structured Problem Management practices and play a significant role in the implementation and embedding of a new market leading ITSM tool in 2026.
This role will suit someone who thrives in a governance-led environment, is passionate about continuous service improvement, and is confident influencing stakeholders across both IT and the wider business.
Key Responsibilities
* Manage the end-to-end IT Change Management process to minimise risk to live services
* Facilitate Change Advisory Board (CAB) and emergency change governance forums
* Maintain and communicate the forward schedule of change across technology teams
* Conduct robust impact and risk assessments for both planned and emergency changes
* Lead the lifecycle management of Problem records, ensuring effective root cause resolution
* Analyse incident trends and implement proactive service improvement initiatives
* Drive and transform enterprise-wide Change and Problem Management processes to enhance service stability and operational performance
About You
* Strong experience developing, embedding and maturing ITIL-aligned Change and Problem Management processes within a complex environment
* Demonstrated ownership of service or process improvement initiatives with measurable outcomes
* Excellent analytical and problem-solving capability with a data-led decision-making approach
* ITIL Foundation certification (v3 or v4)
* Experience working with enterprise service management tooling (Freshworks desirable) and within collaborative delivery environments
* Familiarity with delivery frameworks such as Agile and/or enterprise architecture approaches
Benefits
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Option to buy or sell holiday as part of our flexible benefits package
* 3 extra paid Wellbeing days and 2 paid volunteering days
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Enhanced maternity/adoption pay
* Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
If this is you apply today, I look forward to discussing the role in more detail