Job Summary
The Problem & Change Manager is responsible for leading the Problem and Change Management disciplines, ensuring effective, consistent and scalable processes are developed, embedded and adopted across all services and suppliers.
The role will coordinate rapid response to major incidents and systemic issues, whilst also governing and improving the end-to-end change lifecycle, ensuring that all changes are assessed, approved, implemented and reviewed in a controlled and low-risk manner.
This role will play a key part in transitioning ownership of Problem and Change practices into Service Desk and NOC leadership, and supporting the implementation of structured workflows within Halo PSA.
Key Accountabilities
Incident & Problem Management
* Lead the rapid response and resolution of major incidents, minimising downtime and service disruption.
* Investigate recurring issues, identify root causes, and implement permanent fixes to improve service stability.
* Produce reporting and analysis on incident trends, problem backlogs, and resolution rates to drive continuous improvement.
* Act as the main escalation point for high-priority incidents.
Change Management
* Own and continuously improve Change Management processes in line with ITIL best practice.
* Manage and chair Change Advisory Board (CAB) meetings, ensuring robust risk assessment, impact review, and clear decision-making.
* Oversee all change activity (Standard, Normal, Emergency), ensuring changes are documented, risk assessed, and successfully implemented.
* Monitor change success and failure rates, reducing poorly controlled changes and associated incidents.
* Support automation and process optimisation within Halo PSA.
Operational Governance & Service Delivery
* Ensure Incident, Problem, and Change processes are consistently followed across all teams.
* Act as the escalation point for high-risk changes and critical service issues.
* Work within SLAs and performance targets, ensuring service continuity during core operational hours.
* Lead continuous improvement initiatives to enhance service quality and operational efficiency.
Reporting & Continuous Improvement
* Produce regular management information on incidents, problems, and change performance.
* Analyse trends and use data to drive service improvements and informed decision-making.
* Lead service reviews with internal teams and customers, focusing on risks, performance, and improvement opportunities.
Leadership & Stakeholder Engagement
* Work closely with Service Desk, NOC, technical teams, and customers to ensure effective communication and service coordination.
* Coach managers and teams to build ownership of problem resolution, change quality, and risk awareness.
* Build strong customer relationships, increasing confidence in service stability, governance, and delivery.
* Provide guidance and training on ITIL-aligned best practice.
About you:
Qualifications, Skills & Experience:
- Background in Computer Science, Information Technology, or a related field.
- Strong understanding of service and application delivery, including experience in successfully meeting (SLAs).
- Familiarity with ITIL frameworks and service delivery software is beneficial.
- Ability to analyse complex problems from multiple perspectives and make quick, informed decisions.
- Excellent verbal and written communication skills, with the ability to negotiate effectively and engage with stakeholders at all levels.
- Experience with project management principles is advantageous.
- Ability to prioritise tasks effectively, work well under pressure, and make sound decisions in high-stakes situations.
- Strong ability to present technical information in business-friendly language, ensuring clarity for both technical and non-technical audiences.
- Highly self-driven with a keen eye for detail and a commitment to maintaininghigh standards.
- Proven ability to assess situations critically, evaluate solutions, and implement effective resolutions.
- A strong commitment to delivering exceptional customer service.
- Extensive experience working within team-oriented and cross-functional environments.
- A solid understanding of organisational goals and objectives, ensuring alignment with IT service management practices.
Why Evolve?
At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.
We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far
Salary description
£55000.00 - £55000.00 per year