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For Companies At a Glance
- Tasks: Lead IT change and problem management to enhance service reliability and minimise risks.
- Company: Join SNG, a leading housing association dedicated to community investment.
- Benefits: Enjoy 25+ days holiday, flexible working, and a supportive work environment.
- Why this job: Make a real impact in a purpose-driven organisation focused on continuous improvement.
- Qualifications: Strong ITIL experience and analytical skills required for effective problem-solving.
- Other info: Work-life balance with a mix of office and remote working.
The predicted salary is between 36000 - 60000 £ per year.
SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as building thousands of new affordable homes every year. We're pleased to have an opportunity for an IT Change and Problem Lead to help us build a resilient, stable, and well-managed IT environment. This is a key role within our IT Service Assurance function, ensuring that changes are well-controlled, risks are minimised, and problems are proactively identified and resolved. You'll be central to improving service reliability and reducing the impact of incidents across the organisation. You'll be based from our office in Basingstoke, combining both office and home working to ensure a positive work/life balance.
The Role
You'll be responsible for managing the full lifecycle of IT changes and problems, ensuring that all changes to applications, services, and infrastructure are assessed, approved, scheduled, and communicated effectively. You'll also lead the problem management process, driving root cause analysis, reducing repeat incidents, and maintaining information on known errors and workarounds. This role is ideal for someone who thrives on structure, governance, and continuous improvement, and who can work confidently with stakeholders across IT and the wider business.
Key responsibilities:
- Manage the end-to-end change process, ensuring changes are assessed, approved, scheduled, and released with minimal risk to live services.
- Chair Change Advisory Board (CAB) and emergency change meetings.
- Maintain and communicate the forward schedule of change.
- Perform impact and risk assessments for all changes and ensure emergency changes meet required standards.
- Lead the lifecycle of problem records, including root cause analysis and proactive trend identification.
About You
Strong experience establishing and maturing ITIL-aligned change and problem management processes in a large organisation. Proven experience in process or service ownership with measurable improvements delivered. Strong analytical and problem-solving skills, with the ability to interpret data and drive decisions. ITIL v3 or v4 Foundation certification. Familiarity with tools such as M365, Cherwell, DevOps, and methodologies such as Agile, TOGAF, and ITIL.
Why Join Us?
At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people. Great benefits including: 25 Days Holiday +
IT Change and Problem Lead in Basingstoke employer: SNG (Sovereign Network Group)
Contact Detail:
SNG (Sovereign Network Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Change and Problem Lead in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to IT change and problem management. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience with ITIL processes, change management, and problem-solving. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team at SNG.
We think you need these skills to ace IT Change and Problem Lead in Basingstoke
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Change and Problem Lead role. Highlight your ITIL experience and any relevant achievements that show how you've improved processes in the past.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit for SNG. Don’t forget to mention your familiarity with tools like M365 and DevOps.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex problems in previous roles. This will demonstrate your analytical skills and ability to drive decisions, which are key for the position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at SNG!
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around change and problem management processes. Be ready to discuss how you've applied these principles in previous roles, as this will show your understanding of the framework and its importance in a large organisation.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios related to managing changes and problems. Think of examples from your past experience where you successfully led a change or resolved a significant issue. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Familiarise Yourself with Tools
Since familiarity with tools like M365, Cherwell, and DevOps is essential, make sure you can speak confidently about your experience with these platforms. If you’ve used similar tools, highlight that experience and how it relates to the role.
✨Show Your Stakeholder Management Skills
This role requires working closely with various stakeholders, so be prepared to discuss how you've effectively communicated and collaborated with different teams in the past. Share examples that demonstrate your ability to build relationships and drive consensus.