IT Incident & Change Manager

Frasers Group; Shirebrook; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading retail company is seeking an Incident and Change Manager to oversee the IT Service Desk and operations team. This on-site role at Shirebrook involves managing incidents and change requests, ensuring minimal disruption to operations. Strong communication skills and a proactive approach are essential. Ideal candidates will have previous experience in similar roles and a background in ITIL practices.

Benefits

Free gym classes

Discounted memberships

Access to wellbeing programs

Recognition programs

Qualifications

• Previous experience in a Major Incident Management and Change role.
• Strong technical understanding and effective communication with all audiences.
• Excellent organizational and time management skills.
• Ability to remain calm and focused under pressure.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead the management of all incidents, including Major Incidents.
• Chair and facilitate incident bridge calls with teams and stakeholders.
• Document incident timelines and conduct post-incident reviews.
• Manage Change Requests throughout their lifecycle.
• Promote continuous service improvement across the team.

Skills

Incident Management

Change Management

Analytical Skills

Communication Skills

Organizational Skills

Tools

ITSM tools (Freshservice, Jira)

Microsoft Office

Job description

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Company Description

At Frasers Group we're rethinking retail. Through digital innovation and unique store experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Our Warehouse Operation is an impressive, state of the art, 2.5m square foot Distribution Centre in Shirebrook, and one of the most advanced warehouses within the UK, with a wide range of cutting-edge automation systems. We are currently looking to grow our Warehouse Team with individuals who are obsessed with continuous improvement and innovation. Frasers Group are a proud partner of the Institute of Engineering and Technology.

Why join us?

Our vision- we are building the worlds most admired and compelling brand ecosystem

Our purpose - we are elevating the lives of the many with access to the world's best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

• Think without limits - Think fast, think fearlessly, and take the team with you
• Own it and back yourself - Own the basics, own your role and own the results
• Be relevant - Relevant to our people, our partners and the planet

Are you ready to join the Fearless?

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.

Qualifications

Essential

• Previous experience in a Major Incident Management and Change role.
• Strong technical understanding with the ability to communicate effectively with both technical and non-technical audiences.
• Excellent organisational and time management skills.
• Ability to remain calm and focused under pressure.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office applications.
• Confident communicator with the ability to engage at all levels, including senior stakeholders.

Desirable

• Experience with ITIL frameworks and best practices.
• Exposure to DevOps, SQL/Databases, Web Operations, or Networking.
• Familiarity with Problem Management processes.
• Experience using ITSM tools (Freshservice, Jira).

Additional Information

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward, Recognition and Opportunities

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.

Fearless 1000 - By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

Frasers Festival - an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe - hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.

CEO Sessions - Once a quarter we offer 20 employees the opportunity to attend our "CEO Sessions" ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.

Retail Reconnect - In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work

Employee Welfare

Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust - We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What's next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage pre recorded interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful you will then be invited to an on-site interview with the team.