IT - Incident Problem and Change Process Manager

Market related
19 Jun 2017
19 Jul 2017
Sara-Jane Winch
Job Function
Job position
Contract Type
Full Time

Incident Problem and Change Process Manager

Closing date - 3rd July

Reporting to the IT Service Manager, as Incident Problem and Change Process Manager you will be accountable for the successful management of 3 key ITIL processes across the FirstPort IT department.

What you'll be doing and what you'll be responsible for

  • Incident, Problem and Change Management process owner and manager;

  • Ensuring that all resources (process practitioners) adhere to and follow the Incident, Problem and Change Management processes

  • Producing KPI's and metrics for all processes to demonstrate successful implementation and adherence of these processes

  • Producing and implementing plans for process maturity

  • Ensuring that all support teams and members follow the Incident, Problem and Change Management at all times

  • Representing the Service team as required at internal or external meetings

  • Engaging with external suppliers as and when required;

  • Offering suggestions for process and service improvements on a regular basis

  • Owning and managing assigned escalations

  • Coaching and mentoring other IT team members in the adoption and adherence of the Incident, Problem and Change processes

  • Regular contributions to the Knowledge Management process

Who you'll be working with

  • Regular contact with colleagues across the business and IT.

  • External interfaces will include suppliers and potentially clients and residents.

  • Clients

  • Customers



  • Essential: ITIL Foundation certificate


  • ITIL practitioner certification;

Experience, Knowledge and Technical Skills


  • 5+ years' experience of working in an IT Support environment interfacing with multiple resolver groups;

  • Proven ability to coach and motivate others

  • Effective verbal and written communication skills

  • Ability to produce high quality documentation

  • Solid Excel skills for data analysis and manipulation

  • Extensive knowledge of working with Service Level Agreements

Personal qualities

  • Gravitas and persistence

  • Self-motivated and results-oriented;

  • Good communication skills;

  • A real empathy for colleagues and customers;

  • Ability to be positive, even when under pressure;

  • Shares knowledge with team

  • Demonstrates strong Customer focus

  • Champion of change

  • Influence up to Manager level in the business

  • Developing leadership skill

Working at FirstPort

To continually deliver the service expected from us by our customers, we rely on a professional, experienced and motivated team.  We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their potential.  We have a high performing, 'can do' culture and encourage learning and development, working with individuals to identify progression opportunities.

We have high standards at FirstPort and we reward our employees for their dedication and hard work with great benefits, performance-related salary increases and awards when we see people going above and beyond. Our employees are as important to us as our customers.               


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