ITSM Problem Manager

This is an exciting opportunity to play a key role in supporting IT services for the NHS Business Services Authority (NHSBSA) and our customers. We are looking for an experienced and motivated individual to join the IT Service Management team on a 12-month fixed term opportunity covering maternity leave

Based in either Newcastle or Blackpool, this role combines both Problem Management and Change Enablement responsibilities across two critical ITIL practices that support service stability, governance and continual improvement across DDaT

You'll lead and coordinate the management of IT problems and changes across the organisation, ensuring robust governance, risk management and service assurance processes are followed. Working closely with resolver teams, delivery teams, security and senior stakeholders, you'll help minimise service disruption and improve service resilience

The role includes oversight of IT changes, root cause analysis, Post Implementation Reviews (PIRs), trend analysis and driving actions through to completion to prevent repeat incidents

As an IT Service Manager working in the DDaT IT Service Management Team, you will demonstrate a range of IT Service Management skills.

The role requires a dedicated focus on Problem Management; as such it requires in depth knowledge of the following ITIL v4 practices: Problem Management, Change Management, Incident Management, Release Management, Service Request Management and Continual Improvement.

Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with your specialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with.

Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation, demonstrating a creative and innovative approach and advising on standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours or reduced hours)
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!, We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.

As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.