Incident & Problem Manager - Newport, South Wales

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Who are we?

We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

What we’re looking for?

Wales & West Utilities (WWU) is seeking a highly skilled and initiative-taking Incident and Problem Manager to join our IT Service Delivery Team. This newly created position within the IT Service Management function is focused on overseeing the governance and effective execution of incident and problem management processes, ensuring that standards are consistently applied, monitored, and aligned with the organisation’s objectives.

In this role, you will drive continuous improvement by managing incidents and problems in line with best practices, ensuring timely root cause analysis (RCA), and implementing corrective actions to prevent repeat issues.  Additionally, you will manage a dedicated team, including direct reports and services procured from our partners, providing direction, mentorship and fostering a high-performance environment while encouraging operational excellence and ongoing team development.

You will work closely with cross-functional teams and partners, providing oversight on incident and problem resolution, ensuring high-quality service delivery across a multi-vendor outsourced environment. This position offers an opportunity to play a key role in maintaining the stability and efficiency of IT services in a Critical National Infrastructure (CNI) environment. If you are enthusiastic about service improvement, cultivating strong partner relationships, and tackling complex IT challenges, this role is an ideal fit for you.

We’ll trust you with:

• Governance & SLA Management: Lead the oversight of partner adherence to both incident and problem management SLAs, acting as the client-side authority on RCA (Root Cause Analysis) and corrective actions.
• Incident Management Oversight: Ensure that incidents are managed promptly and in line with best practices, facilitating effective resolution processes and minimising service outages.
• Vendor Performance Management: Collaborate in regular service reviews with partners to assess SLA compliance, evaluate RCA outcomes, and identify opportunities for continuous improvement.
• Incident & Problem Resolution: Drive post-incident reviews, ensuring vendors deliver high-quality RCAs, identify root causes, and implement effective preventive actions for both incidents and problems.
• Problem Management Process Oversight: Enforce best practices in problem management, ensuring partners follow rigorous RCA methodologies and deliver actionable, sustainable solutions for recurring issues.

You can read a full job description here.

You’ll need to have:

• Proven experience in a management role, with a strong background in incident and problem management within IT service delivery.
• Solid understanding and practical experience with ITIL framework, specifically in incident, problem, and service management processes.
• Strong analytical skills with a focus on conducting Root Cause Analysis (RCA) and driving corrective actions.
• Excellent communication skills, with the ability to effectively engage both technical and non-technical stakeholders.
• Experience in process improvement, with an initiative-taking approach to optimising incident and problem management workflows.

Experience in:

• Service Management Tools: Experience using tools such as ServiceNow to track, manage, and resolve incidents and problems.
• Vendor Management: Skilled in managing outsourced IT service partners, ensuring service delivery meets expectations in a high-pressure environment.
• Root Cause Analysis: Strong expertise in conducting RCAs to pinpoint the underlying causes of incidents and problems and implementing long-term solutions.

Desirable:

• ITIL 4 Practitioner in Incident and Problem Management

We would also love to hear about anything else you feel you could add or bring to the role!

As we are a safety critical organisation, all offers of employment are subject to pre-employment drug & alcohol screening.

What’s in it for you?

• A competitive salary starting at £62,256 rising to £71,142
• A structured pay & competency framework which rewards skills, competence and enables development and career progression
• Hybrid working
• Flexible working opportunities
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Friends & Family Discount for Three Mobile and Broadband
• Colleague recognition including Annual Celebrating Excellence Awards
• Living Wage Accredited Employer
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion
• Annual salary review
• Company Sick Pay
• In-house Occupational Health Team
• Employee Assistance Programme
• Comprehensive training

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

You can find out more here.

Interested?

If you think you’d make a good addition to the team, we would love to hear from you!

To apply, click the link below.

If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at recruitment@wwutilities.co.uk or on 07971 038 982.

You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.

Apply online now