IT & Problem Manager

FGH Business Centre 66-70 Vicar Ln, Bradford BD1 5AJ

Hybrid flexibility: 2 office days per week

The IT Change and Problem Manager oversees the full lifecycle of both Change and Problem Management activities, aiming to improve service stability, minimise repeat incidents, drive continual IT service improvement within the organisation and ensure Changes are delivered in a safe, controlled manner.

• Lead and coordinate the implementation of IT changes, ensuring changes and risks are assessed and managed, scheduling conflicts identified and mitigated, and that the approval processes (such as Change Advisory Board meetings) are followed which you will be expected to chair.
• Oversee problem management processes, including root cause analysis and reporting of major incidents and identifying trends or recurring issues.
• Develop solutions, workarounds, and recommendations to resolve known errors and prevent incident recurrence.
• Collaborate with incident managers, service desk, and technical teams to analyse data, share knowledge, and implement improvements.
• Maintain a knowledge base or Known Error Database (KEDB) with documentation for support teams and end-users.
• Facilitate post-incident reviews and continuous service improvement (CSI) initiatives related to Changes and Problems.
• Provide metrics, reporting, and assurance on the effectiveness of Change and Problem Management activities.
• Manage stakeholder and IT partner relationships, communicate progress, risks, and business impact regarding changes and problems across departments.

• Extensive experience in IT service management ideally within ITIL environments or equivalent frameworks.
• A broad technical background and an ability to navigate technical material and concepts.
• Strong analytical, risk assessment, and problem-solving abilities.
• Proficiency in conducting root cause analysis, trend identification, and technical documentation.
• Excellent stakeholder management, coordination, and communication skills, with the ability to influence and drive business change.
• Experience managing or chairing Change Advisory Boards and collaborating across multi-discipline, multi-organisational teams.
• Negotiation and Facilitation:
  Skill in driving consensus and leading problem review meetings, including post-incident analysis sessions.
• Minimum of 2 years in similar Change management role working within a comparable ITIL aligned corporate environment.
• ITIL Foundation or Practitioner certification
• Confidence gained from experience in a similar role sufficient to lead CABs and change scheduling activities with authority
• Organisational and Time Management:
  Ability to balance multiple problems, prioritize tasks, and deliver within agreed timelines.
• Self-driven individual who will use their initiative to proactively identify opportunities for improvement through Problem Management
• Willing to join a rota of on-call IT Duty Managers covering one week in Six-eight to act as major Incident manager (P1 tickets)
• Able to commute to Bradford city centre 2 days per week.

For over 100 years, Freemans has been at the forefront of home shopping, delivering quality products and exceptional service. We’ve accepted the challenge to transform our business into a modern, digital-first retailer.

With a rich heritage and an eye on the future, we are a forward-thinking, tech-driven online retail business, making fabulous fashion and stylish homewares accessible and affordable for everyone.

Based in West Yorkshire and part of the OTTO group one of the world’s largest online retail organisations, Freemans Grattan Holdings (FGH) is the home of familiar brands such as Freemans, Grattan, Kaleidoscope, and Curvissa.

We offer hybrid working to help you achieve a healthy work life balance. Our full time head office colleagues work a minimum of 2 days per week in the office, allowing the perfect balance between collaborative in-person team work and the flexibility to work from home.

Turning your job into a career is a real passion for us and our development programmes will enable you to grow in role.

We offer clear career…