Salary
Location
The Vacancy
Incident and Problem Management Specialist
Contract Type: Permanent¦ Full Time
Location Bradford, Chatham, Petersfield or London
Working Pattern: Hybrid—typically one to two days a week in the office. Flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.
What We Offer
We don't just care about your work, we care about your health, wellbeing and life outside your working hours. That's why we offer we offer flexibility, empathy, and a wide range of resources to help you navigate life's ups and downs and feel your best. We encourage you to take ownership of your work-life blend, support others and make time to prioritise your wellbeing, our benefits include:
* Holidays: 25 days of annual leave (rising to 30 with service), and tailor your time off by buying or selling up to 5 extra days. Plus, with our flexible bank holiday policy, you can swap up to 4 days to celebrate what matters most to you—whether that's skipping Easter or switching up your Christmas plans.
* Pension: We'll boost your future with up to 10% employer contributions—because your tomorrow matters
* Enhanced Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave – we've got your back when it matters most.
* Workations: Why not take your laptop somewhere sunny? Work abroad for up to 20 days a year in approved countries. Yes, really.
* Paid Birthday Leave: Your birthday, your rules—take the day off and celebrate in style
* Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
* Learning & Development: Access to LinkedIn Learning for all colleagues – because your growth matters.
* Financial Wellbeing: Stay on top of your finances with a free Snoop Premium subscription.
* Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.
The Role
Join our dynamic Technology & Change function as an IT Incident & Problem Management Specialist, where you'll play a pivotal role in safeguarding service stability and driving continuous improvement across our IT operations. Reporting to the Incident and Problem Management Lead, you'll be part of a collaborative team that thrives on solving complex challenges and minimising business disruption. With a focus on managing the full lifecycle of IT Incidents and Problems—including leading Major Incident response and embedding proactive Problem Management—you'll help ensure our services are resilient, responsive, and aligned with business needs. This is a fantastic opportunity to influence service delivery, work with cross-functional teams, and contribute to a culture of operational excellence in a fast-paced, regulated environment.
As an Incident and Problem Management Specialist, you will:
* Provide operational support for the full spectrum of IT Incident and Problem Management across production services within the Technology & Change function
* Perform initial triage and investigation of Major Incidents, ensuring accurate prioritisation, effective escalation, and clear handover to incident response teams
* Act as a key coordinator during live Major Incidents, ensuring stakeholders are kept updated, recovery efforts are aligned, and resolution is managed to closure
* Manage incidents of all severities (P1–P4), ensuring SLAs are achieved and consistent processes are followed
* Collaborate closely with the Service Desk to strengthen incident identification, improve first-line resolution, and enhance the quality of logged incidents
* Drive the Problem Management process, ensuring recurring issues are investigated, root causes identified, and preventative measures implemented
* Support and enforce Service Level Management governance, ensuring adherence to SLAs and proactively identifying risks of breaches
* Contribute to Service Improvement Plans, embedding lessons learned from Major Incident and Problem reviews
* Represent IT Service Management professionally to senior leadership, business stakeholders, and third-party suppliers during and after critical events
What We're Looking For
* Strong knowledge of Incident, Major Incident, Problem, and Service Level Management frameworks
* Skilled communicator, able to produce concise updates and detailed reports tailored to varied audiences
* Ability to demonstrate leadership in high-pressure environments, especially during Major Incidents
* Analytical and investigative skills to support triage, RCA, and preventative planning
* Service Transition and Acceptance knowledge to ensure smooth handover of new services into BAU
* experience in financially regulated industries is essential
Offers are subject to satisfactory background checks, including credit, fraud, and employment references.
Who we are
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life's opportunities. Established in 1880, we're now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.7 million UK customers. We see ourselves as the bank that's got your back.
Vanquis has been named one of the Financial Times UK's Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. We are proud signatories of the Armed Forces Covenant and actively support the Armed Forces community, including veterans, reservists, and military families.
We take care of our colleagues as well as our customers, we are creating a workplace where everyone feels connected, valued, empowered and rewarded– all guided by our four core values – caring for people, pulling together, finding better ways and getting the right things done.
Rewarding our colleagues goes beyond pay. We're building a culture where everyone feels valued, motivated, and proud. Alongside competitive salaries, we offer meaningful benefits, annual salary reviews, a discretionary bonus scheme and evolving recognition.
We care about your career and ambitions just as much as you do, offering tools, guidance and opportunities to help you grow. Take ownership, stay curious and we'll match your ambition with unique experiences, hands-on learning and tailored development to support your career journey.
Equal Opportunities
Vanquis Bank is an Equal Opportunity Employer. We embrace everyone's unique strengths and identities. No matter your background, identity, or experience, you are welcome here. We believe diversity enriches our teams and helps us better support our customers.
If there's anything we can do to support you during the recruitment process—whether that's a different format of the application or additional assistance—please contact us at
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