IT Incident and Problem Management Manager

3 weeks ago


Cobalt Business Park, United Kingdom Newcastle Building Society Full time

**About the Role**

Reporting to the Head of IT Service Management, the IT Incident and Problem Manager is responsible for ensuring efficient and sustainable resolution of service related issues to minimise the impact of technical faults to our colleagues and customers. Youwill own the Incident and Problem Management Policies, Standards and Operating Procedures. You will also be responsible for the roadmaps for Process Maturity, Continual Service Improvement as well as being responsible for delivery of compliant and customercentric outcomes, ensuring business value and wider business objectives are achieved.

You will have leadership responsibilities for the Incident & Problem team and play a key role in ensuring service operations are aligned with the overall Digital & Technology strategy.

**About You**

Having experience of effectively managing and maturing ITIL processes and teams you will be experienced in working across IT support teams to ensure buy in, adherence and the support of timely restoration of services.

With demonstrable experience of owning a process improvement plan, you will have the ability to evidence improvement initiatives, benchmarking and measurements of effectiveness of these initiatives and have proactive problem management techniques that providesimprovements to service operations, stability and performance.

As this is a management role, it is expected that you are an effective line manager with the capability to engage and support your team to realise their own personal potential whilst having the ability yourself to engage with, and present to, a diverse rangeof stakeholders.

**About Us**

Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.

As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.

For full details along with a comprehensive breakdown of what we’re looking for, please download the role profile.

**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:

- A 35-hour weekly contract + flexible working options
- 30 days holiday each year plus bank holidays
- Bonus scheme
- Pension scheme
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.

**We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.**

**Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.


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