Incident and Problem Manager

Hays are working with an established organisation in Newport, South Wales to support with the recruitment for a permanent IT Incident and Problem Manager. The role offers a starting salary of circa £62,000pa with the opportunity to progress within the pay band. The teamwork in a 50/50 hybrid working pattern out of the Newport office.

This role sits within IT Service Management and is responsible for governing and delivering effective incident and problem management. You will ensure processes are consistently applied, monitored, and aligned to organisational goals, driving continuous improvement through robust root cause analysis and preventative actions. You will lead a team of internal resources and external partners, providing direction, coaching, and oversight to deliver high-quality services in a multi-vendor environment. Working closely with cross-functional teams, you will play a key role in maintaining stable and resilient IT services, supporting service excellence and operational maturity.

Key Responsibilities:

• Incident & Problem Management: Strong ITIL knowledge with hands-on experience delivering incident and problem management.
• Organisation & Prioritisation: Proven ability to manage multiple priorities in a fast-paced environment.
• Service Management Tools: Experience using ServiceNow or similar ITSM platforms.
• Vendor Management: Ability to manage outsourced service partners and maintain service quality under pressure.
• Root Cause Analysis: Proven expertise in RCA and implementing preventative solutions.

Requirements

• Proven management experience with a strong background in IT incident and problem management.
• Solid working knowledge of ITIL, particularly incident, problem, and service management.
• Strong analytical skills, with proven experience conducting RCA and driving corrective actions.
• Clear and effective communicator across technical and non-technical stakeholders.
• Demonstrated experience improving and optimising incident and problem management processes.
• ITIL 4 Practitioner certification in Incident and Problem Management

In return, you will work for a large, established organisation in the South Wales area. You'll work in a hybrid pattern and receive a starting salary of £62,256, there is also an opportunity to progress within the pay band and receive an annual bonus. You'll also receive a competitive benefits package including 15% pension contribution.

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