Incident & Problem Manager

The Incident and Problem Manager will lead and continuously improve the unified Incident and Problem Management processes to ensure swift service recovery, prevent recurrence of issues, and enhance service quality across UCAS.

Key accountabilities:

· Own the design, governance, and performance of both Incident and Problem Management processes.

· Ensure consistent adoption across internal teams and external suppliers.

· Lead resolution of incidents and problems, including escalation and coordination of major incidents.

· Conduct root cause analysis and maintain the Known Error Database.

· Analyse incident trends to identify underlying problems.

· Collaborate with Service Desk, Change Enablement, Knowledge Management, and other practices.


· Communicate effectively with stakeholders during major incidents and problem investigations.

· Monitor KPIs and drive continual improvement initiatives.

Skills, qualifications, and experience

· ITIL v4 Foundation

· ITIL v4 Managing Professional

· Experience with service management tools (Halo, Jira-Atlassian suite)

· Strong analytical, facilitation and stakeholder engagement skills.

· Autonomy - Plans and manages own work within a clear framework 

· Influence - Influences teams and stakeholders; may supervise other 

· Complexity - Handles complex, varied work across environments 

· Business skills - Communicates fluently, facilitates collaboration, understands business context 

Pacakge

Salary up to £60,000

· Purpose-driven work in a charity-led organisation connecting people to education and opportunity

· Internal training, mentoring, and access to industry-recognised certifications through our development academies

· Hybrid working model built on trust and flexibility, with a 35-hour week and flexible contracts

· 30 days annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave

· Everyday wellbeing support through Perkbox, offering discounts and wellness tools

· Onsite facilities including a subsidised gym, café, and free parking at our Cheltenham office

· Inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders

· Recognition and reward through our quarterly employee scheme and an ex-gratia bonus for going above and beyond

If you have any questions and would like to find out more about the role before applying please email the Talent Acquisition team via careers@ucas.ac.uk.

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How to apply

Please visit our website by clicking on the Apply Now button to see vacancies and to download and complete our application form.