Role: Incident & Problem Manager
Location: Hybrid schedule – 2–3 days a week in office at Thorpe Park, Leeds.
Salary: £ DOE plus extensive benefits
Contract type: Permanent
Employment type: Full time
Core working hours: 09:30 – 16:00
Overview
The Incident & Problem Manager sits at the heart of operational excellence, owning the end‑to‑end management of major incidents and ensuring fast, effective resolution when it matters most. The role drives accountability for SLA adherence while turning incidents into insight through thorough root cause analysis and problem management.
Key Responsibilities
* Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk.
* Continuously identify and implement improvements to problem and incident processes, supported by data and reporting.
* Own service incidents and incident processes, working closely with Service Operations and Service Desk teams.
* Support the IT Service team through training, coaching, and mentoring in problem and incident management.
* Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard.
* Ensure all P1 and P2 incidents are managed effectively and resolved within SLA.
* Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes.
* Adhere to all legal, ethical, professional, and company standards.
* Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists.
* Contribute to a positive, collaborative, and engaging workplace environment.
Required Skills & Experience
* Proven experience in Major Incident Management (MIM).
* Strong expertise in incident and problem management.
* Experience managing SLAs and operational governance.
* Capability in root cause analysis (RCA) and trend analysis.
* Hands‑on experience with Jira Service Management.
* Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable).
* Experience working in a fast‑paced operational environment.
* Service Desk operational experience.
* Understanding of service transition and change management processes.
* Experience building or improving Major Incident Management frameworks.
Benefits
Competitive contributory pension, occupational sick pay, long‑service awards, professional registration fee coverage, cycle‑to‑work and green car schemes (subject to eligibility).
Enhanced maternity and paternity pay, flexible hybrid working.
Private healthcare insurance at discounted rates, employee assistance programme, in‑house mental health support, discounted gym memberships, regular health and wellbeing initiatives.
Strong commitment to CPD, training and professional development, 25 days’ annual leave (increasing with service), buy and sell holiday scheme.
Blue Light Card and employee discount platform, exclusive discounts at The Springs, Leeds, 25% off health & beauty purchases, 25% off Pharmacy2U Private Online Doctor services.
Regular social events.
Next Steps
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Equality & Inclusion
We are an equal opportunity employer. Applications from all qualified candidates are encouraged, irrespective of race, colour, gender, sexual orientation, religion, disability, or age.
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