Major Incident & Problem Manager

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

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

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

Work type: Permanent. 37 hours per week, Monday – Friday. Standby/on-call for one week out of every eight weeks.

We have an exciting opportunity for a Major Incident & Problem Manger to join the Technology team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. The Technology function is a key part of how we plan to meet the changing expectations of customers and regulators.

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.

Where you fit in:

As our Major Incident & Problem Manager you will:

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

What skills & qualifications you will need:

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

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!

Do we sound like your cup of tea?

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.

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.

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.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

No agencies please.