At a Glance
- Tasks: Manage incidents, problems, and changes to ensure smooth operations and customer satisfaction.
- Company: Join OneAdvanced, a leading tech company making a real difference.
- Benefits: Enjoy 26 days holiday, private medical insurance, and flexible benefits tailored to you.
- Other info: Join a diverse team committed to innovation and making a positive impact.
- Why this job: Be at the forefront of technology solutions that simplify complexity and drive progress.
- Qualifications: Experience in ITSM processes and strong communication skills are essential.
The predicted salary is between 49043 - 59941 £ per year.
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.
What You Will Do
- 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.
What You Will Have
- 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.
What We Do For You
- 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
- Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for everyone, no medical-history exclusions.
- Financial benefits that have your back.
- Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures.
- Income protection: up to 75% salary for 5 years if you ever need it.
- Pension with 5% matched company contributions.
- Life assurance worth 4x your salary from day one.
- Free financial planning session with the option to engage in more tailored financial coaching.
- Grow your career with us through SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library.
- Access to external training and apprenticeships.
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
- Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
- Plus plenty other flexible benefits to suit your lifestyle on our RewardHub.
Who We Are
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback.
Incident, Problem and Change Manager in York employer: OneAdvanced
OneAdvanced is an exceptional employer located in the vibrant Mailbox area of Birmingham, offering a dynamic work environment where driven individuals can thrive. With a strong emphasis on professional development through structured onboarding and ongoing training, employees are empowered to enhance their skills and achieve clear career progression. The high-energy team culture fosters collaboration and innovation, making it an ideal place for those looking to make a meaningful impact in tech sales.
StudySmarter Expert Advice🤫
We think this is how you could land Incident, Problem and Change Manager in York
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what OneAdvanced values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges OneAdvanced might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at OneAdvanced!
✨Direct Apply to OneAdvanced
Let's not forget to apply directly through the OneAdvanced website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Incident, Problem and Change Manager in York
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at OneAdvanced.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at OneAdvanced. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at OneAdvanced
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
