ITSM Incident, Problem & Change Lead

OneAdvanced; York and North Yorkshire; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private medical insurance

Pension with matched contributions

Wellbeing programs

Job summary

OneAdvanced in the United Kingdom is seeking an IT Service Management professional to own Incident, Problem and Change processes for our customers. You will coordinate resources, drive root-cause analysis and ensure timely resolution while maintaining customer satisfaction.

You will chair CAB, report KPIs, manage major incidents end-to-end, and push for continual process improvements. Applicants should have ITIL Foundation certification and proven experience in an ITSM environment.

Qualifications

• Demonstrable experience managing Incident, Problem and Change within an ITSM environment.
• ITIL Foundation certification at minimum; Practitioner level or higher desirable.
• Experience chairing CAB and managing a forward schedule of changes.
• Strong relationship management and communication skills.

Responsibilities

• Facilitate recovery of P1/P2 incidents with reporting to stakeholders.
• Own major incident lifecycle end-to-end from declaration to resolution.
• Proactively manage major incidents to minimize business impact and lead post-incident reviews.
• Own Problem Management, drive root cause analysis and track permanent fixes.
• Own Change Management, chair CAB and maintain forward schedule of changes.
• Review failed or emergency changes to implement improvements.
• Ensure KPIs across Incident, Problem and Change, with dashboards for management.

Skills

ITSM implementation

Incident management

Problem management

Change management

CAB facilitation

KPI reporting

Stakeholder communication

Root cause analysis

ITIL Foundation

Education

ITIL Certification

Tools

ITSM tools

Job description

OneAdvanced in the United Kingdom is seeking an IT Service Management professional to own Incident, Problem and Change processes for our customers. You will coordinate resources, drive root-cause analysis and ensure timely resolution while maintaining customer satisfaction.

You will chair CAB, report KPIs, manage major incidents end-to-end, and push for continual process improvements. Applicants should have ITIL Foundation certification and proven experience in an ITSM environment.