Problem and Change Management - Team Leader

OneAdvanced; United Kingdom; On-site; GBP 45,000 - 75,000; Full time

Job description

Role Introduction

We are seeking a highly skilled and experienced Problem and Change Team Lead to lead and manage our Problem and Change Management team. The successful candidate will be a subject matter expert in IT Service Management (ITSM) processes and will be responsible for ensuring the effective management and resolution of IT problems and changes within the organization. This role requires a strong background in ITIL, excellent leadership skills, and a proactive approach to continuous improvement.

What You Will Do

1. Lead and manage the Problem and Change Management team, providing guidance, support, and mentorship to team members.
2. Oversee the identification, analysis, and resolution of IT problems, ensuring root cause analysis and timely resolution.
3. Manage the Change Management process, ensuring all changes are properly documented, evaluated, and approved.
4. Collaborate with other IT teams and stakeholders to ensure seamless integration of Problem and Change Management processes with overall ITSM strategy.
5. Develop and implement policies, procedures, and best practices for Problem and Change Management.
6. Conduct regular reviews and audits of Problem and Change Management processes to ensure compliance with ITIL standards and continuous improvement.
7. Act as a subject matter expert (SME) in Problem and Change Management, providing guidance and support to other teams and stakeholders.
8. Facilitate communication and coordination between IT and business units to ensure alignment and understanding of Problem and Change Management activities.
9. Prepare and present reports on Problem and Change Management metrics and performance to senior management.

What You Will Have

Qualifications:

1. Minimum of 5 years of experience in IT Service Management, with a focus on Problem and Change Management.
2. ITIL Foundation certification (ITIL Practitioner or Expert level preferred).
3. Proven experience in managing and leading IT teams.
4. Strong understanding of ITSM tools and systems (e.g., ServiceNow, BMC Remedy).
5. Excellent analytical and problem-solving skills.
6. Strong communication and interpersonal skills.
7. Ability to work effectively under pressure and manage multiple priorities.
8. Strong understanding of problem management methodologies.

Desired Skills:

1. Advanced certifications in ITIL or other ITSM frameworks.
2. Experience with Agile or DevOps methodologies.
3. Proficiency in data analysis and reporting tools.
4. Knowledge of industry best practices and emerging trends in ITSM.

Key Attributes:

1. Proactive and results-driven approach.
2. Strong leadership and team-building skills.
3. Ability to think strategically and implement effective solutions.
4. High level of integrity and professionalism.
5. Commitment to continuous improvement and professional development.

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.

1. Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days.
2. Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First.
3. Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace.

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally.

1. Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go.
2. Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important.

1. Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company.
2. Income protection insurance – Providing you with support and assistance when you need it most.

Recognition – Highlighting and rewarding the great work our people do.

1. Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self.

Making a Difference – We provide opportunities to help our people make a difference to the causes they care about.

1. MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding.
2. Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it.
3. Pennies from Heaven – Donate the pennies from your pay check to help make a difference without lifting a finger.

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here.