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The successful candidate will bring deep knowledge of ITIL best practices, and the ability to navigate complex stakeholder landscapes to drive root cause resolution and minimise operational risk.
Key Responsibilities:
- Own and operate the Problem Management process, including trend analysis, RCA coordination, and implementation of preventive measures.
- Govern the Change Management lifecycle across IT services, ensuring changes are assessed, approved, and implemented with minimal disruption.
- Conduct and chair Problem and Change Review Boards, aligning technical and business teams around best-practice service governance.
- Identify process bottlenecks, implement continuous improvement strategies, and support service maturity initiatives.
- Act as a senior escalation point for high-priority problems and change conflicts.
- Collaborate with operational leads, third-party vendors, and internal teams to drive accountability and visibility across service functions.
- Strong background in Problem and Change Management in large enterprise or public-facing environments.
- In-depth knowledge of ITIL frameworks (v3 or v4).
- Excellent organisational and analytical skills capable of managing concurrent issues, risks, and change requests.
- Confident communicator who can operate across technical, operational, and leadership stakeholders.
- Calm under pressure, with a methodical approach to problem-solving and change governance.
- Previous experience in retail, logistics, or consumer-centric sectors is highly advantageous.
- ITIL v4 Foundation (or higher)
- Duration: 13 months initially
- Extension: Likely, based on performance and ongoing programme needs
- Working Arrangement: Predominantly onsite (Salford, Manchester)
- Day Rate: Competitive (Inside IR35)
