Incident and Problem Manager

Requisition ID:  26288

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  16 Nov 2023


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: Salary in the region of £49,000 per annum.


Closing Date: 31st December 2023


The Role


We have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.


The Incident and Problem Manager will own and enforce the Incident and Problem processes to ensure rapid restoration of service and the identification of root causes analysis or continuous service improvement plans to avoid incidents and reduce time to resolution.

The role will be a key member of the End User Support team and wider service management team to avoid serious incidents and constantly improve service operations across all services from service desk, end user computing, infrastructure, and applications.


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.


Informal enquiries may be made to Andy Grossett, Director of Technology Operations, at


The Person (Essential)

Knowledge, Skills and Experience 
•    Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to stakeholders
•    Demonstrate a wide range of influencing and persuasion strategies.
•    Proven ability in documenting complex processes
•    Processes in an IT context e.g., ITIL
•    In-depth practical experience of incident and problem management processes and procedures
•    Data manipulation skills with experience of producing and maintaining management reports
•    A broad understanding of the IT landscape in a large and complex organisation with sufficient technical skills to challenge assumptions and poor practice in service delivery


Attributes and Behaviour

Planning and Organising
•    Identifies quickly what is important and prioritises accordingly
•    Establishes clear roles and responsibilities for self and others
•    Maintains flexibility in work plans to allow for changing circumstances


•    Encourages and supports a free flow of communication and information across own area, and the wider University
•    Can put forward own view whilst listening and respecting the views and opinions of others
•    Understands how best to appeal to the other person/group, correctly 
•    interpreting the right way to approach a situation


•    Develops plans and strategies for influencing and persuading stakeholders
•    Uses a variety of influencing styles to suit the audience
•    Explains how own proposals will support the interests of others (i.e., using win-win strategies) 
•    Has a keen sense of timing; seizes opportunities 
•    Has the self-confidence to take unpopular but necessary decisions

•    Projecting Confidence
•    Displays the confidence to politely challenge colleagues regardless of seniority
•    Confident statements of own position or views
•    Demonstrates self-assured manner
•    Remains calm when responding to challenging situations
•    Believes and values own evidence-based judgement, even if it is different from others


•    A degree in information systems, business administration, or an equivalent qualification or experience



Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers and is a member of the Euraxess initiative supporting researchers in Europe.