Incident and Problem Manager

Hays are working with an established organisation in Newport, South Wales to support with the recruitment for a permanent IT Incident and Problem Manager. The role offers a starting salary of circa £62,000pa with the opportunity to progress within the pay band. The teamwork in a 50/50 hybrid working pattern out of the Newport office. This role sits within IT Service Management and is responsible for governing and delivering effective incident and problem management. You will ensure processes are consistently applied, monitored, and aligned to organisational goals, driving continuous improvement through robust root cause analysis and preventative actions. You will lead a team of internal resources and external partners, providing direction, coaching, and oversight to deliver high-quality services in a multi-vendor environment. Working closely with cross-functional teams, you will play a key role in maintaining stable and resilient IT services, supporting service excellence and operational maturity.Key Responsibilities: Incident andamp; Problem Management: Strong ITIL knowledge with hands-on experience delivering incident and problem management. Organisation andamp; Prioritisation: Proven ability to manage multiple priorities in a fast-paced environment. Service Management Tools: Experience using ServiceNow or similar ITSM platforms. Vendor Management: Ability to manage outsourced service partners and maintain service quality under pressure. Root Cause Analysis: Proven ..... full job details .....