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Hays are working with an established organisation in Newport, South Wales to support with the recruitment for a permanent IT Incident and Problem Manager. The role offers a starting salary of circa £62,000pa with the opportunity to progress within the pay band. The teamwork in a 50/50 hybrid working pattern out of the Newport office. This role sits within IT Service Management and is responsible for governing and delivering effective incident and problem management. You will ensure processes are consistently applied, monitored, and aligned to organisational goals, driving continuous improvement through robust root cause analysis and preventative actions. You will lead a team of internal resources and external partners, providing direction, coaching, and oversight to deliver high-quality services in a multi-vendor environment. Working closely with cross-functional teams, you will play a key role in maintaining stable and resilient IT services, supporting service excellence and operational maturity. Key Responsibilities: • Incident & Problem Management: Strong ITIL knowledge with hands-on experience delivering incident and problem management., • Organisation & Prioritisation: Proven ability to manage multiple priorities in a fast-paced environment., • Service Management Tools: Experience using ServiceNow or similar ITSM platforms., • Vendor Management: Ability to manage outsourced service partners and maintain service quality under pressure., • Proven management experience with a strong background in IT incident and problem management., • Solid working knowledge of ITIL, particularly incident, problem, and service management., • Strong analytical skills, with proven experience conducting RCA and driving corrective actions., • Clear and effective communicator across technical and non-technical stakeholders., • Demonstrated experience improving and optimising incident and problem management processes. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Incident and Problem Manager • Location: Newport/ Hybrid, • Job Type: Full-time Day-to-day of the role: • Governance & SLA Management: Lead the oversight of partner adherence to incident and problem management SLAs, acting as the client-side authority on Root Cause Analysis (RCA) and corrective actions., • Incident Management Oversight: Ensure incidents are managed promptly and in accordance with best practices, facilitating effective resolution processes and minimising service outages., • Vendor Performance Management: Collaborate in regular service reviews with partners to assess SLA compliance, evaluate RCA outcomes, and identify opportunities for continuous improvement., • Incident & Problem Resolution: Drive post-incident reviews, ensuring vendors deliver high-quality RCAs, identify root causes, and implement effective preventive actions., • Problem Management Process Oversight: Enforce best practices in problem management, ensuring rigorous RCA methodologies are followed by partners., • Team Leadership & Line Management: Lead and manage a dedicated team, providing coaching, mentorship, and fostering a collaborative environment focused on proactive problem resolution and operational excellence., • Collaboration with Service Delivery: Work closely with Service Delivery Managers to integrate insights from incident and problem management into broader service delivery strategies., • Reporting & Recommendations: Provide IT leadership with comprehensive reports and actionable insights on vendor performance, incident prevention, problem resolution, and overall service quality., • Proven experience in a management role within IT service delivery, focusing on incident and problem management., • Solid understanding and practical experience with the ITIL framework, specifically in incident, problem, and service management processes., • Strong analytical skills with a focus on conducting Root Cause Analysis (RCA) and driving corrective actions., • Excellent communication skills, capable of engaging both technical and non-technical stakeholders., • Experience in process improvement and an initiative-taking approach to optimising workflows.

Incident and Problem Manager (Information Technology)Overview Our client sits within the Utilities industry working in a highly regulated environment, and is seeking a proactive and experienced Incident and Problem Manager to join its IT Service Delivery function. This role is responsible for governing and executing incident and problem management processes, ensuring they are consistently applied, monitored, and aligned with organisational objectives. You will drive service stability and continuous improvement by ensuring incidents are effectively managed, root causes are identified promptly, and corrective actions are implemented to prevent recurrence. The role also includes leading a team of internal staff and external service providers, fostering a high-performance and collaborative environment. Governance & SLA Management Own and oversee partner adherence to incident and problem management SLAs, acting as the client authority on Root Cause Analysis (RCA) quality and ensuring corrective actions are effective, timely, and aligned with contractual expectations. Incident Management Leadership Ensure incidents are managed efficiently and in line with best practices, driving rapid resolution, minimizing service disruption, and maintaining high service availability. Problem Management & Root Cause Excellence Lead robust problem management practices, ensuring high-quality RCAs, accurate root cause identification, and implementation of sustainable solutions to prevent recurrence. Vendor & Partner Performance Management Drive vendor accountability through regular service reviews, evaluating SLA performance, RCA quality, and continuous improvement opportunities to enhance overall service delivery. Continuous Improvement & Service Optimization Identify trends, risks, and improvement opportunities, leading initiatives that enhance incident prevention, streamline processes, and elevate service management maturity. Team Leadership & Capability Development Lead, coach, and develop a high-performing incident and problem management team, fostering a culture of accountability, collaboration, and operational excellence. Stakeholder Collaboration & Service Integration Work closely with Service Delivery Managers, IT teams, and partners to integrate insights from incidents and problems into broader service strategies and improvement plans. Excellent management upwards and downwards. Reporting, Communication & Tooling Expertise Deliver clear, data-driven reporting and insights to IT leadership, leveraging tools such as ServiceNow, and communicating effectively with both technical and non-technical stakeholders. Qualifications & Accreditations • Proven experience in a management role within IT service delivery, with a strong focus on incident and problem management., • Solid practical knowledge of ITIL frameworks, particularly across incident, problem, and service management disciplines., • Demonstrated expertise in Root Cause Analysis (RCA) and implementing effective corrective actions., • Strong analytical and problem-solving capabilities, with a focus on continuous improvement., • Excellent communication skills, with the ability to engage and influence both technical and non-technical stakeholders., • Experience driving process optimisation and improving incident and problem management workflows., • ITIL 4 Practitioner Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data:

Incident and Problem Manager Newport (Hybrid Working) £62,256 per annum + benefits What You'll Do: Step into a pivotal leadership role where you'll take ownership of incident and problem management across a critical national infrastructure environment. You'll oversee the governance of best practice frameworks, ensuring timely root cause analysis and preventative actions, while leading a collaborative team and influencing service delivery across a multi-vendor landscape. This is an opportunity to create tangible improvements in IT service stability, shaping strategies alongside internal and external stakeholders, and delivering long-term value to the business. What You'll Bring: • Solid experience in a management role within IT service delivery, with a strong focus on incident and problem management, • Hands-on knowledge of ITIL practices, especially around RCA and service improvement, • Familiarity with service management tools such as ServiceNow, • Proven experience working with external partners or vendors in a high-pressure environment, • Excellent communication skills, with the ability to translate technical concepts for diverse audiences, • A naturally analytical approach, able to lead investigations and deliver preventative solutions, • 25 days annual leave plus bank holidays, • Retirement Savings Plan (pension) with Aviva: 5% employee contribution, doubling your contribution at 10% - totalling 15%, • 14 x salary Life Insurance linked to membership of the Retirement Savings Plan, • "Choices" flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans, • Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs, • Enhanced pay for parental leave, • Retail discounts and cashback scheme This newly created role offers the chance to shape processes from the ground up while working in a supportive and forward-thinking IT team. If you're passionate about reducing service disruption, enhancing operational excellence, and driving real change, this could be your next big step. Ready to Apply? Contact Daniel Newton to find out more. Please apply with a CV and a cover letter outlining why you're perfect for the role. Know someone great for the job? We also offer a referral scheme, get in touch! Note: We do our best to respond to every application, but due to volume, we can't always guarantee it. If you haven't heard back within 7 days, unfortunately, you haven't been successful this time. Keep an eye on our site for new opportunities!

?? Incident and Problem Manager ?? Newport (Hybrid Working) ?? £62,256 per annum + benefits What You'll Do: Step into a pivotal leadership role where you'll take ownership of incident and problem management across a critical national infrastructure environment. You'll oversee the governance of best practice frameworks, ensuring timely root cause analysis and preventative actions, while leading a collaborative team and influencing service delivery across a multi-vendor landscape. This is an opportunity to create tangible improvements in IT service stability, shaping strategies alongside internal and external stakeholders, and delivering long-term value to the business. What You'll Bring: • Solid experience in a management role within IT service delivery, with a strong focus on incident and problem management, • Hands-on knowledge of ITIL practices, especially around RCA and service improvement, • Familiarity with service management tools such as ServiceNow, • Proven experience working with external partners or vendors in a high-pressure environment, • Excellent communication skills, with the ability to translate technical concepts for diverse audiences, • A naturally analytical approach, able to lead investigations and deliver preventative solutions

Hays are working with an established organisation in Newport, South Wales to support with the recruitment for a permanent IT Incident and Problem Manager. The role offers a starting salary of circa £62,000pa with the opportunity to progress within the pay band. The teamwork in a 50/50 hybrid working pattern out of the Newport office. This role sits within IT Service Management and is responsible for governing and delivering effective incident and problem management. You will ensure processes are consistently applied, monitored, and aligned to organisational goals, driving continuous improvement through robust root cause analysis and preventative actions. You will lead a team of internal resources and external partners, providing direction, coaching, and oversight to deliver high-quality services in a multi-vendor environment. Working closely with cross-functional teams, you will play a key role in maintaining stable and resilient IT services, supporting service excellence and operational maturity. Key Responsibilities: • Incident & Problem Management: Strong ITIL knowledge with hands-on experience delivering incident and problem management., • Organisation & Prioritisation: Proven ability to manage multiple priorities in a fast-paced environment., • Service Management Tools: Experience using ServiceNow or similar ITSM platforms., • Vendor Management: Ability to manage outsourced service partner...

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Dissatisfaction with current vendors.

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