Own and manage the Incident, Problem and Change processes for our customers, ensuring all necessary communication is carried out, coordinating and aligning resources to allow timely resolution of incidents, driving out recurring problems at root cause, and enabling the safe and efficient delivery of change, while maintaining customer satisfaction across the delivery of these services.Facilitate the recovery of all P1/P2 incidents, with appropriate reporting and notifications to key stakeholdersOwn the major incident lifecycle end to end, from declaration through to satisfactory resolution as confirmed by Service ManagementProactively manage major incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, initiating escalation procedures as appropriate, chairing post-incident reviews and managing persistent or recurring incidents identified through trend analysisOwn the Problem Management process, driving root cause analysis for recurring and high-impact incidents, maintaining the Known Error Database and tracking problems through to permanent fixOwn the Change Management process, chairing CAB, assessing the risk and impact of proposed changes, and maintaining the forward schedule of changeReview failed and emergency changes to identify and embed process improvementsEnsure key performance indicators are measured across Incident, Problem and Change, align delivery to targets set by the Executive Management team, and report trends in process maturity and tool adoptionUnderstand the impact of incidents, problems and changes on SLA targets, maintaining accurate data and reporting for processes owned within ITSM, and providing timely reporting to management via KPI dashboardsPlease note, applicants must have the legal right to work in the UK at the time of application.Demonstrable experience managing Incident, Problem and Change processes within an ITSM environmentITIL Foundation certification as a minimum, with Practitioner-level or higher desirableExperience chairing CAB and managing a forward schedule of changeExcellent relationship management skills with the ability to build a ‘one team’ mentalityExcellent written and oral communication skills; calm, polite and professionalDemonstrable experience of conflict managementDemonstrable experience of managing customer expectations and prioritiesService oriented, adaptable and resilientResults oriented with personal accountabilityExcellent attention to detail, quality and controlAnalytical thinker with the ability to define and present information (e.g. KPIs and performance metrics)Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issuesWellbeing that means something26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every yearExceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leaveRobust sick pay of up to 13 weeks full pay + 13 weeks half pay24/7 Employee Assistance Programme for confidential supportPrivate medical insurance for everyone, no medical-history exclusionsFinancial benefits that have your backPerformance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structuresIncome protection: up to 75% salary for 5 years if you ever need itPension with 5% matched company contributionsLife assurance worth 4x your salary from day oneFree financial planning session with the option to engage in more tailored financial coaching.Grow your career with usSkillsHub learning platform with leadership pathways, future-manager training, and a huge online libraryAccess to external training and apprenticeshipsMaking a DifferenceMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the fundingPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a fingerPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:ULEV car scheme with 1,000+ modelsDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym MembershipAt OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.Join us and become part of a team that’s powering the world of work and making a real difference.Learn more atTPBN1_UKTJ…