ITSM Incident, Problem & Change Leader

OneAdvanced Limited; York and North Yorkshire; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Private medical insurance

Pension with employer contributions

14+ holidays

Job summary

OneAdvanced Limited is seeking a senior ITSM professional to own the Incident, Problem and Change processes for customers, ensuring timely resolution and communication. You will drive root cause analysis, maintain Known Error databases, chair CAB, and report KPI trends to leadership.

The role requires ITIL Foundation and proven experience in ITSM governance, with strong stakeholder management, relationship building, and a proactive, service-oriented mindset.

Qualifications

• Demonstrable experience managing Incident, Problem and Change processes within an ITSM environment.
• ITIL Foundation certification as a minimum, with Practitioner-level or higher desirable.
• Experience chairing CAB and managing a forward schedule of change.
• Excellent relationship management skills with the ability to build a ‘one team’ mentality.
• Excellent written and oral communication skills; calm, polite and professional.
• Demonstrable experience of conflict management.
• Demonstrable experience of managing customer expectations and priorities.
• Service oriented, adaptable and resilient.
• Results oriented with personal accountability.
• Excellent attention to detail, quality and control.
• Analytical thinker with the ability to define and present information (e.g. KPIs and performance metrics).
• Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issues.

Responsibilities

• Facilitate the recovery of all P1/P2 incidents, with appropriate reporting and notifications to key stakeholders
• Own the major incident lifecycle end to end, from declaration through to satisfactory resolution as confirmed by Service Management
• Proactively manage major incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, initiating escalation procedures as appropriate, chairing post-incident reviews and managing persistent or recurring incidents identified through trend analysis
• Own the Problem Management process, driving root cause analysis for recurring and high-impact incidents, maintaining the Known Error Database and tracking problems through to permanent fix
• Own the Change Management process, chairing CAB, assessing the risk and impact of proposed changes, and maintaining the forward schedule of change
• Review failed and emergency changes to identify and embed process improvements
• Ensure key performance indicators are measured across Incident, Problem and Change, align delivery to targets set by the Executive Management team, and report trends in process maturity and tool adoption
• Understand the impact of incidents, problems and changes on SLA targets, maintaining accurate data and reporting for processes owned within ITSM, and providing timely reporting to management via KPI dashboards

Skills

Incident management

Problem management

Change management

ITIL Foundation

CAB chairing

Stakeholder management

Communication skills

Conflict management

SLA reporting

KPI dashboards

Analytical thinking

Attention to detail

Job description

OneAdvanced Limited is seeking a senior ITSM professional to own the Incident, Problem and Change processes for customers, ensuring timely resolution and communication. You will drive root cause analysis, maintain Known Error databases, chair CAB, and report KPI trends to leadership.

The role requires ITIL Foundation and proven experience in ITSM governance, with strong stakeholder management, relationship building, and a proactive, service-oriented mindset.