ITSM Incident, Problem & Change Leader

OneAdvanced Limited; York and North Yorkshire; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

26 days holiday

Volunteer day

Private medical insurance

Life assurance

Pension with matched contributions

Employee Assistance Programme

Job summary

OneAdvanced is seeking an experienced ITSM professional to own Incident, Problem and Change processes. You will coordinate recovery for major incidents, drive root cause analysis, chair CABs, and maintain the forward change schedule. Excellent stakeholder management and communication skills are essential.

You will monitor KPIs, ensure process maturity, and report trends to senior management. The role requires ITIL foundations and a proactive, resilient approach to service delivery across

Qualifications

• Experience managing Incident, Problem and Change processes in an ITSM environment.
• ITIL Foundation certification minimum; Practitioner-level or higher desirable.
• Experience chairing CAB and managing a forward schedule of change.
• Excellent relationship management and communication skills; able to build a ‘one team’ mentality.
• Conflict management experience; ability to manage customer expectations and priorities.

Responsibilities

• Facilitate recovery of P1/P2 incidents with reporting to key stakeholders.
• Own major incident lifecycle end to end from declaration to resolution.
• Proactively manage major incidents to timely resolution with minimal business impact.
• Own the Problem Management process, drive root cause analysis and Known Error Database.
• Own the Change Management process; chair CAB and maintain forward schedule of changes.
• Review failed and emergency changes to embed improvements.
• Ensure KPIs are measured across Incident, Problem and Change and reported to management.

Skills

Incident management

Problem management

Change management

ITSM experience

ITIL Foundation

CAB facilitation

Stakeholder management

Communication skills

Analytical thinking

KPI reporting

Education

ITIL Foundation certification

Practitioner level or higher desirable

Job description

OneAdvanced is seeking an experienced ITSM professional to own Incident, Problem and Change processes. You will coordinate recovery for major incidents, drive root cause analysis, chair CABs, and maintain the forward change schedule. Excellent stakeholder management and communication skills are essential.

You will monitor KPIs, ensure process maturity, and report trends to senior management. The role requires ITIL foundations and a proactive, resilient approach to service delivery across