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Incident, Problem & Change Manage

University of Bath - Digital, Data & Technology Group

Location: Bath
Salary: £37,099 to £44,263 Grade 7, per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 21st February 2024
Closes: 3rd March 2024
Job Ref: CH11448

We are seeking an Incident, Problem & Change Manager to join our Digital, Data & Technology Group.

About the role 

As part of the DDaT Evolution programme, we are improving how we deliver technology services for the University. A key part of this change will be to improve the effectiveness of IT Service Delivery, ensuring that IT services are run as smoothly and efficiently as possible.

Reporting to the Head of Technology Enablement and Support, this role will be responsible for the effective day-to-day management of the DDaT Incident, Problem and Change management processes across the department, promoting best practice, authoring, contributing, and maintaining new and evolving best practices using ITIL as a framework. They will also be responsible for the effective incident, problem and change reporting and analytics, to identify challenges and opportunities.

The Incident, Problem and Change Manager will ensure that incidents and problems are progressed following defined policies and processes that align to ITIL best practice. The role will also monitor incident and problem queues and ensure defined service levels are met.

Working with all delivery and operational teams across DDaT to ensure Change Management processes are running efficiently and that changes are communicated effectively. This would also include facilitating and chairing a weekly CAB (Change Advisory Board) and ensuring effective governance of all changes to IT services.

About you

  • Experience in creating and leading incident management processes, including providing the resolution of major incidents, maintaining documentation of incidents and ensuring minimal impact on business operations.
  • Has expertise in identifying and analysing the root causes of recurring incidents and implementing permanent solutions and conducting trend analysis to implement preventive measures.
  • Experience in preparing and delivering incident, problem, and change management reports to various stakeholders as required by management

What we can offer you:

Find out more about our benefits.

We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on our teams. 

We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

Find out from our staff what makes the University of Bath a great place to work. Follow us @UniofBath and @UniofBathJobs on Twitter for more information.

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