IT Incident & Problem Manager
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Job Summary
IT Incident & Problem Manager
BELONG Theres no place like Principality
At Principality belonging isnt just a value its how we work. When you join us youre welcomed into a supportive inclusive community where your home life wellbeing and individuality are genuinely respected. From flexible ways of working to benefits designed around you were committed to helping you feel comfortable valued and able to thrive.
We believe great work happens when people feel connected to each other to our purpose and to the communities we serve. Thats why we encourage balance invest in wellbeing and focus on growing and improving together.
Why join us
There are plenty of reasons to build your career with Principality:
- Flexible hybrid working Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us so youll spend at least 8 days per month based in our Cardiff office.
- A truly inclusive workplace Proudly named in the 2025 Inclusive Top 50 UK Employers List ranked 27th recognising our ongoing commitment to inclusion and belonging
- Customer excellence you can be proud of Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards 2025 for both Savings and Mortgages.
- Engaged supported colleagues Our colleague engagement scores consistently exceed 85% reflecting a positive and supportive culture.
- Wellbeing at the heart of what we do Our Belong benefits package is designed to put our people first supporting your physical mental and financial wellbeing.
These achievements reflect more than awards they represent our long-term commitment to creating a workplace where colleagues feel supported and customers feel cared When it comes to belonging there truly is no place like Principality.
Are you calm under pressure great with people and passionate about improving IT service performance
Were looking for anIT Incident & Problem Manager to take ownership of major incident response drive problem resolution and strengthen our organisational resilience.
In this pivotal role youll coordinate swift structured responses to major incidents bringing the right teams together keeping stakeholders informed and restoring services quickly. Youll also lead the full Problem Management lifecycle preventing repeat issues through strong rootcause analysis and continuous improvement.
Additionally youll strengthen our organisational resilience by maintaining disaster recovery business continuity and cyber recovery plans ensuring all testing is robust compliant and effectively executed.
What youll be doing:
- Leading and coordinating responses to major incidents and escalated issues to minimise disruption.
- Driving the full lifecycle of Problem Management ensuring root causes are identified and permanent fixes implemented
- Monitoring and reporting on Incident and Problem Management performance including KPIs insights and trends.
- Building strong relationships across IT business units and thirdparty suppliers to ensure effective communication and collaboration
- Owning IT disaster recovery business continuity and cyber recovery plans.
- Planning executing and reviewing resilience and recovery testing to meet regulatory and organisational standards.
What youll bring:
- Strong analytical judgement and problemsolving under pressure.
- Calm confident leadership during live incidents.
- Clear influential communication across all levels.
- Effective collaboration across multidisciplinary teams and suppliers.
- Excellent organisation skills with attention to detail and consistent followthrough.
- Solid understanding of ITIL v4 particularly Incident Problem and Service Continuity Management
- Commitment to continuous improvement and service excellence.
- Methodical datadriven approach to root cause analysis and recovery planning.
- Resilience adaptability and a positive professional approach.
Experience:
- Extensive experience in IT Service Management specifically Incident & Problem Management.
- Proven major incident management experience including leading swarms and crisis calls.
- Strong IT operations background ideally within financial services.
- Expertise in root cause analysis resilience planning and cyber recovery
- Skilled with ITSM tools and thirdparty SLA management.
- Clear confident communicator with strong stakeholder engagement skills.
- Highly organised with strong coordination and analytical capabilities.
- Effective leader able to influence across matrixmanaged environments.
If youre ready to make a real impact and lead the way in improving our IT stability and resilience wed love to hear from you.
We reserve the right to close this vacancy early should we receive a high volume of applications.
If you have any questions in relation to this role please contact the recruitment team at
We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging Nigel Taylor Head of Brand Impact & Communication. But dont just take our word for it see what our colleagues say about working here too;Careers ()
Read all about us - Principality Building Society : Principality Building Society: Posts LinkedIn
Required Experience:
Manager
Key Skills
- Computer Hardware
- IT Experience
- IT Management
- Network Installation
- Vendor Management
- Computer Networking
- Microsoft Windows Server
- Windows
- IT Service Management
- ITIL
- SAN
- Network Architecture
