Job Description As an Incident and Change Manager, you will play a critical role in supporting the IT Service Desk and the wider IT Operations team by managing both Major and non-Major Incidents and overseeing the Change Management process. You will be responsible for ensuring that incidents are resolved swiftly and effectively, and that changes are implemented with minimal risk and disruption to the business. This role requires a proactive, analytical, and collaborative approach, with strong communication and organisational skills. You will be expected to lead incident resolution efforts, coordinate change activities, and contribute to continual service improvement. Key Responsibilities: Incident Management Lead the end-to-end management of all incidents, including Major Incidents, ensuring timely resolution and minimal business impact. Act as the primary escalation point for complex or high-impact incidents. Chair and facilitate incident bridge calls, coordinating technical teams and stakeholders. Maintain clear and consistent communication with users and stakeholders throughout the incident lifecycle. Document incident timelines, actions taken, and outcomes in detail. Conduct post-incident reviews (PIRs) to identify root causes and drive preventative measures. Ensure follow-up actions are assigned, tracked, and completed within agreed timelines. Identify and report operational risks and recurring issues. Change Management Manage the full lifecycle of Change Requests (RFCs), from submission through to implementation and review. Assess the impact, risk, and business justification of proposed changes. Coordinate and chair Change Advisory Board (CAB) meetings. Ensure changes are implemented in a controlled and auditable manner, following ITIL best practices. Maintain accurate records of all changes and ensure documentation is up to date. Monitor change success rates and identify opportunities for process improvement. Collaboration & Continuous Improvement Work closely with IT Service Desk, resolver teams, and business stakeholders to ensure effective incident and change handling. Support the development and implementation of service improvement initiatives. Provide input into the development of policies, procedures, and documentation. Promote a culture of accountability, transparency, and continuous learning. This is an on-site role at our Shirebook HQ (NG20 8RY), working 5 days a week on a rotational shift basis between 09:00 and 21:00. You will also be required to work some on call on a rotational basis.