Major Incident & Problem Manager

• Produce regular reports and dashboards on incident/problem trends, KPIs, and service improvements
• Collaborate with Change Management to ensure effective implementation of problem fixes
• Drive root cause analysis (RCA) and oversee implementation of corrective and preventive actions
• Ensure accurate and timely documentation, including post-incident reviews (PIRs)
• Ensure compliance with ITIL standards and internal SLAs/OLAs
• Lead coordination and resolution of high-priority (P1/P2) incidents across teams, towers, suppliers, and partners
• Chair major incident bridges to drive effective collaboration and rapid resolution
• Act as the central point of contact during major incidents, ensuring timely and clear communication with stakeholders and executive leadership
• Maintain the Known Error Database (KEDB) and promote knowledge sharing across support teams
• Identify recurring incidents and trends to initiate problem investigations
• Provide training and guidance to technical teams on best practices
• Own and continuously improve Major Incident and Problem Management processes

We’re looking for a confident and capable Major Incident & Problem Manager to lead the response to high-impact IT incidents and drive long-term solutions. You’ll be the central point of contact during critical events, coordinating technical teams and communicating with stakeholders at all levels.

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

If you’ve got experience in a similar role and want to help us deliver great service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.

• Excellent communication and stakeholder management skills, including executive level reporting
• Familiarity with DevOps, Agile, or SRE practices (desirable)
• Strong understanding of ITIL v3 or v4 frameworks (certification preferred)
• Experience in regulated industries such as finance, healthcare, or utilities
• Technical background in infrastructure, networks, or applications
• Proven experience in Major Incident and/or Problem Management roles within an ITIL-aligned environment.
• Demonstrated leadership and confident decision making
• Ability to remain calm under pressure and lead cross-functional teams during crises
• Strong analytical thinking and problem-solving skills

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

Location: Buttershaw / Hybrid Working (2-3 days in the office a week – Bradford)

Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!

• Online GP service, cycle to work scheme, gym membership discounts and many more!
• Private health care (self only)
• We offer a competitive salary, depending on experience (up to £65,000)
• Attractive pension scheme (up to 12% company contribution)
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Annual incentive related bonus (up to 10% of annual salary)
• Retail savings scheme
• Life assurance cover of 4 times pensionable salary
• Car Allowance