Incident & Problem Manager — Continuous Improvement

Yorkshire Building Society; Bradford; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Holiday days

On-target bonus

Pension

Healthcare

My Benefits

Job summary

Yorkshire Building Society is seeking an Incident & Problem Coordinator to join our Technology Services team in Bradford. You will support major incidents, log and manage problems, and drive continual improvement within ITIL-aligned processes.

This role offers hybrid working with home-based flexibility and on-call hours on a rotation. You will develop knowledge transfer to the Service Desk and collaborate with stakeholders to optimise services, delivering clear communications.

Qualifications

• In-depth knowledge of ITIL-based service management

Responsibilities

• Support the management of Major Incidents on a 24/7 basis where required, ensuring they are identified, logged, progressed and resolved within the Major Incident Management Process.
• Produce clear and concise stakeholder and incident communications.
• Ensure records are kept up to date for Incidents & Problems and supporting tasks such as changes are raised following the correct procedures.
• Ensure that root cause and trend analysis is carried out effectively to reduce recurring incidents and identify service enhancements.
• Ensure all relevant knowledge is transferred into the Service Desk to promote quality Incident & Problem management.
• Contribute to and lead actions which drive continual improvement of the team and processes.
• Engage with stakeholders to drive service optimisation initiatives.

Job description

Yorkshire Building Society is seeking an Incident & Problem Coordinator to join our Technology Services team in Bradford. You will support major incidents, log and manage problems, and drive continual improvement within ITIL-aligned processes.

This role offers hybrid working with home-based flexibility and on-call hours on a rotation. You will develop knowledge transfer to the Service Desk and collaborate with stakeholders to optimise services, delivering clear communications.