IT Change and Problem Lead

This is a key position within the IT Service Assurance function, ensuring that change activity is effectively controlled, risks are minimised, and underlying problems are proactively identified and resolved. The role offers a hybrid working model - 2 days onsite, As the IT Change and Problem Lead, you will take ownership of the end-to-end Change Management lifecycle, alongside leading Problem Management activities (approx. 70% Change / 30% Problem). You will ensure that all changes impacting applications, services and infrastructure are effectively assessed, approved, scheduled and communicated. In addition, you will drive structured Problem Management practices and play a significant role in the implementation and embedding of a new market leading ITSM tool in 2026. This role will suit someone who thrives in a governance-led environment, is passionate about continuous service improvement, and is confident influencing stakeholders across both IT and the wider business. Key Responsibilities

• Manage the end-to-end IT Change Management process to minimise risk to live services
• Facilitate Change Advisory Board (CAB) and emergency change governance forums
• Maintain and communicate the forward schedule of change across technology teams
• Conduct robust impact and risk assessments for both planned and emergency changes
• Lead the lifecycle management of Problem records, ensuring effective root cause resolution
• Analyse incident trends and implement proactive service improvement initiatives
• Drive and transform enterprise-wide Change and Problem Management processes to enhance service stability and operational performance

• Strong experience developing, embedding and maturing ITIL-aligned Change and Problem Management processes within a complex environment
• Demonstrated ownership of service or process improvement initiatives with measurable outcomes
• Excellent analytical and problem-solving capability with a data-led decision-making approach
• ITIL Foundation certification (v3 or v4)
• Experience working with enterprise service management tooling (Freshworks desirable) and within collaborative delivery environments
• Familiarity with delivery frameworks such as Agile and/or enterprise architecture approaches

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Option to buy or sell holiday as part of our flexible benefits package
• 3 extra paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service