Problem and Change Manager

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.Across pathology, radiology, oncology, maternity, and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.Short SummaryAs the Problem and Change Manager, you will take ownership of the Problem Management and Change Management processes across our product suite, including Radiology Information Systems (RIS), Laboratory Information Management Systems (LIMS), and maternity software solutions. Working within our Support and Service function, you will drive the identification and resolution of underlying issues, minimise service disruptions, and lead process improvements in line with ITIL and NHS Information Governance (IG) standards. You will lead Root Cause Analyses (RCAs), support continual service improvement (CSI) initiatives, manage technical coordination during Major Incidents, and act as a key liaison between support, development, infrastructure, and customer success teams.Key ResponsibilitiesOwn and operate the end-to-end Problem Management process in alignment with ITIL v4.Analyse incident trends to identify recurring issues and eliminate root causes.Maintain and develop the Known Error Database (KEDB).Conduct structured Root Cause Analyses and produce Post-Incident Reports (PIRs).Work closely with development and infrastructure teams to propose and track permanent fixes and preventative actions.Support technical investigations into complex software and infrastructure faults.Coordinate and facilitate technical deep-dive sessions following high-impact incidents.Provide reporting and insights on problem trends, open problem records, and service risks.Change ManagementManage and mature the Change Management process to ensure smooth delivery of software releases and infrastructure changes.Chair or contribute to Change Advisory Board (CAB) meetings and assess risk, impact, and readiness.Collaborate with product and development teams to plan, test, and deploy changes in a controlled and auditable manner.Ensure all changes meet internal QA and compliance standards, including NHS IG and data protection principles.Maintain a clear and comprehensive Change Schedule and Change Log.Act as the Problem Management lead in Major Incident Reviews.Ensure timely follow-up investigations and implementation of action items.Work with Incident Managers to transition incidents into problem records where appropriate.Participate in an on-call escalation rotato ensure adequate out-of-hours (OOH) coverage for critical incidentsCollaboration and Continuous ImprovementServe as a central point of contact for Problem and Change Management across RIS, LIMS, and maternity software customers.Promote a culture of accountability and service excellence through process improvement.Provide guidance, training, and mentoring on problem and change practices across support and delivery teams.Drive automation and innovation to improve process efficiency.Key Performance Indicators (KPIs)Reduction in repeat incidents and high-severity outages.Increase in problems resolved via permanent fixes versus workarounds.SLA adherence for Problem and Change Management processes.Customer satisfaction with stability and change planning.Reduction in emergency or unplanned changes.Experience Required:Proven experience in Problem and/or Change Management within a software or technical support environment.ITIL Certified (ideally ITIL v4 Certified)Experience working in or supporting NHS software, ideally RIS or LIMS.Proficient in Root Cause Analysis methods (e.g., 5 Whys, Fishbone diagrams).Experience producing technical reports, post-mortems, and recommendations for senior stakeholders.Familiarity with NHS Information Governance (IG) requirements.Excellent stakeholder management, communication, and facilitation skills.Proficiency with service management tools (e.g., ServiceNow, Jira Service Management).Experience with DevOps or Agile delivery models.Familiarity with ISO 27001 and other quality/compliance frameworks.Prior experience in a regulated healthcare IT environment.Knowledge of maternity, laboratory or pathology systems.Technical background in software, databases, or infrastructure.What’s in it for you:Hybrid working environment from Manchester (City Centre) or London (Farringdon)- 3 days a week from the Office and 2 from homeLeave :25 days (increases with length of service up to 4 days) plus 8 bank holidayHoliday purchase scheme via salary sacrificeAn extra day annual leave for your birthdayEnhanced Maternity LeaveEnhanced Paternity LeaveUp to two days paid Volunteering daysPaid time off during the working day to donate bloodLeadership and Development:Product TrainingEmployee Recognition:Peer recognitionsCEO awardsLength of service awardsPerformance Annual Bonus ProgrammeEmployee Benefits:Life Insurance (4x annual salary)Private health care (BUPA) plus discounted rates to add your loved onesSalary Sacrifice PensionIncome ProtectionEAP (access to online Healthcare)Branded merchandise starter pack£250 working from home allowanceFree Flu JabsEnhanced Sick PayOur values say a lot about us:One TeamMake a differenceWe CareTrustPeople are at the heart of everything we do at Magentus — we work as one team to create a healthier society. We hold monthly communication sessions with the Senior Leadership Team to provide company updates and strategic briefings.Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected. We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed.We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplaceIf you require any support or adjustments to interact with us, please let us ..... full job details .....