Incident & Problem Manager

About the Role

As the Incident and Problem Manager, you will take charge of improving our Incident and Problem Management processes. Your goal will be to ensure quick recovery from service disruptions, prevent future issues, and enhance overall service quality at UCAS.

What You'll Do

• Design, govern, and oversee the performance of both Incident and Problem Management processes.
• Ensure all internal teams and external suppliers consistently adopt these processes.
• Lead the resolution of incidents and problems, including managing major incidents.
• Conduct root cause analysis and maintain the Known Error Database.
• Analyze incident trends to uncover underlying problems.
• Collaborate with the Service Desk, Change Enablement, Knowledge Management, and other teams.
• Communicate effectively with stakeholders during major incidents and problem investigations.
• Monitor KPIs and drive initiatives for continual improvement.

What We're Looking For

• ITIL v4 Foundation certification.
• ITIL v4 Managing Professional certification.
• Experience with service management tools such as Halo and the Jira-Atlassian suite.
• Strong analytical, facilitation, and stakeholder engagement skills.
• Ability to plan and manage your own work independently.
• Capability to influence teams and stakeholders, potentially supervising others.
• Experience handling complex and varied work across different environments.
• Excellent communication skills and an understanding of business context.

Nice to Have

No additional qualifications are specified, but relevant experience is always a plus.

What We Offer

Salary up to £60,000

• Meaningful work in a charity-led organization that connects people to education and opportunities.
• Internal training, mentoring, and access to industry-recognized certifications through our development academies.
• A hybrid working model based on trust and flexibility, with a 35-hour work week and flexible contracts.
• 30 days of annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave.
• Wellbeing support through Perkbox, offering discounts and wellness tools.
• Onsite facilities including a subsidized gym, café, and free parking at our Cheltenham office.
• An inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders.
• Recognition and rewards through our quarterly employee scheme and an ex-gratia bonus for exceptional contributions.

At UCAS, we believe talent comes in many forms. If you're interested in this role but don't meet every requirement, we encourage you to apply. We are committed to a fair recruitment process.

If you have any questions about the role, please reach out to our Talent Acquisition team at careers@ucas.ac.uk.

Working Arrangements

Is fully remote working an option? No