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- 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 and support.
- Benefits: Enjoy 25 days holiday, flexible benefits, and generous pension contributions.
- Why this job: Make a real impact in a purpose-driven organisation focused on fairness and inclusion.
- Qualifications: Strong ITIL experience and analytical skills required; certification preferred.
- Other info: Flexible working options for a great work/life balance.
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 are 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 will be central to improving service reliability and reducing the impact of incidents across the organisation. You will be based from our office in Basingstoke, combining both office and home working to ensure a positive work / life balance.
The Role
You will 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 will 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 will 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 + Bank Holidays (with an extra day every year up to 30 days)
- Option to buy or sell holiday as part of our flexible benefits package
- 3 extra paid Wellbeing days and 2 paid volunteering days
- Generous matched pension scheme up to 12% and Life cover at 4x salary
- Enhanced maternity/adoption pay
- Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
- Options for private medical insurance, dental insurance and critical illness cover
- Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
If this sounds like the opportunity you are looking for, we would love to hear from you.
IT Change and Problem Lead in Hampshire employer: Sovereign Housing Association Limited
Contact Detail:
Sovereign Housing Association Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Change and Problem Lead in Hampshire
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at SNG. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT change and problem management. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Showcase your skills with real examples! When discussing your experience, highlight specific instances where you’ve improved processes or resolved issues. This will demonstrate your value to SNG.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace IT Change and Problem Lead in Hampshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Change and Problem Lead role. Highlight your experience with ITIL processes and any relevant tools you've used, like M365 or DevOps. We want to see how your skills match what we're looking for!
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 you can contribute to our mission at SNG. Be sure to mention your problem-solving skills and any measurable improvements you've delivered in past roles.
Showcase Your Analytical Skills: Since this role requires strong analytical abilities, make sure to include examples of how you've used data to drive decisions in your previous positions. We love seeing candidates who can interpret data effectively and lead change!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Sovereign Housing Association Limited
✨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 like SNG.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your analytical and problem-solving skills. Think of specific examples where you've successfully managed changes or resolved problems, and be prepared to explain your thought process and the outcomes.
✨Familiarise Yourself with Tools and Methodologies
Since familiarity with tools like M365, Cherwell, and DevOps is essential, make sure you can speak confidently about your experience with these platforms. Also, understand Agile and TOGAF methodologies, as they may come up during the discussion.
✨Showcase Your Stakeholder Management Skills
This role requires working closely with various stakeholders, so be ready to share examples of how you've effectively communicated and collaborated with different teams. Highlight any experiences where you've led meetings or facilitated discussions, particularly in a Change Advisory Board setting.