Job Description

BUSINESS FUNCTION:

Finance (IT)

SALARY:

59,056 to 65,602 per annum / Grade: ML2/SB2

ROLE TYPE:

Hybrid

LOCATION:

Leeds/York/Manchester

HOURS:

37 per week

Are you an expert in problem and change management with a strong ITIL background?

Northern is looking for a Problem and Change Manager to join our team and play a pivotal role in improving IT service stability and minimising risks. You'll work closely with our technical teams to enhance service performance and drive continuous improvements, making a direct impact on the operational efficiency of our IT systems.





If you're passionate about service reliability and process optimisation, this is the role for you!

What you'll be doing:

Lead problem management processes to identify, analyse, and resolve recurring issues, ensuring long-term service stability. Oversee change management processes, ensuring all changes are assessed, authorised, and implemented with minimal disruption. Continuously improve problem and change management processes, leveraging best practices to increase efficiency and effectiveness. Act as the primary escalation point for complex incidents, ensuring quick resolution and minimal business impact. Collaborate with stakeholders across IT and business units to foster a culture of continuous improvement.

About You:

Bachelor's degree in Information Technology, Business Administration, or a related field. ITIL Foundation required; ITIL Intermediate or advanced certifications preferred. Significant experience in IT service management, particularly in problem and change management roles. Strong understanding of ITIL frameworks, especially in problem and change management processes. Proficiency in using IT service management tools for incident, problem, and change management. Strong problem-solving skills with the ability to analyse trends, identify root causes, and drive continuous process improvements.

What's in it for you?

At Northern, we don't just value our people - we go the extra mile to support them. Here's a taste of what you can look forward to:

Free Travel:

Unlimited free travel for you, your partner, and your dependents on Northern services. Plus 75% discount on other networks in the UK and Europe.

Generous Pension Scheme:

We top up your contributions by 1.5 times.

Enhanced Family Benefits:

We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.

Cycle to Work Scheme:

Save up to 42% on a bike and spread the cost.

Exclusive Discounts:

From shopping to wellbeing, Northern Perks has you covered.

Holiday Purchase Scheme:

Buy up to 5 extra days of annual leave.

Employee Assistance Programme:

24/7 support for family, lifestyle, and more.

Training and Career Development:

We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you're in.

Recognition:

We know how important it is to show how much we appreciate our people. That's why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We're more than just a train operator. We're the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we're on a mission to improve rail travel and enhance the customer experience while protecting the environment.





Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we're celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.





At Northern, we don't just move people from A to B - we're building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that's something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we'll always offer an interview.





We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and medical assessment.





No matter your background, experience, or whether you call it a bap, barm, or cob... there's a place for you here in the railway.