Incident and Problem Manager - Newport (Hybrid Working) - £62,256 per annum + excellent benefits
What You’ll Do:
Step into a pivotal leadership role where youll take ownership of incident and problem management across a critical national infrastructure environment. Youll 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× 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.
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