Problem and Change Manager in York

hackajob is partnering directly with OneAdvanced to hire for this role.
Own and manage the Incident, Problem and Change processes for our customers, ensuring all necessary communication is carried out, coordinating and aligning resources to allow timely resolution of incidents, driving out recurring problems at root cause, and enabling the safe and efficient delivery of change, while maintaining customer satisfaction across the delivery of these services.
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
Please note, applicants must have the legal right to work in the UK at the time of application.
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
Wellbeing that means something
26 days' holiday +