<h3 data-end="128" data-start="65" data-section-id="xgne6g"><strong data-end="126" data-start="69">Incident and Problem Manager (Information Technology)</strong></h3><h3 data-end="148" data-section-id="1dl56dh" data-start="130"><strong data-end="146" data-start="134">Overview</strong></h3><p data-start="149" data-end="507">Our client sits within the Utilities industry working in a highly regulated environment, and is seeking a proactive and experienced Incident and Problem Manager to join its IT Service Delivery function. This role is responsible for governing and executing incident and problem management processes, ensuring they are consistently applied, monitored, and aligned with organisational objectives.</p><p data-start="509" data-end="862">You will drive service stability and continuous improvement by ensuring incidents are effectively managed, root causes are identified promptly, and corrective actions are implemented to prevent recurrence. The role also includes leading a team of internal staff and external service providers, fostering a high-performance and collaborative environment.</p><p data-start="509" data-end="862"> </p><h3 data-end="169" data-section-id="cr3u3g" data-start="129"><strong data-start="133" data-end="167">Governance & SLA Management</strong></h3><p data-end="410" data-start="170">Own and oversee partner adherence to incident and problem management SLAs, acting as the client authority on Root Cause Analysis (RCA) quality and ensuring corrective actions are effective, timely, and aligned with contractual expectations.</p><h3 data-end="455" data-start="412" data-section-id="9s5edi"><strong data-end="453" data-start="416">Incident Management Leadership</strong></h3><p data-end="629" data-start="456">Ensure incidents are managed efficiently and in line with best practices, driving rapid resolution, minimizing service disruption, and maintaining high service availability.</p><h3 data-section-id="wz17as" data-start="631" data-end="686"><strong data-start="635" data-end="684">Problem Management & Root Cause Excellence</strong></h3><p data-end="859" data-start="687">Lead robust problem management practices, ensuring high-quality RCAs, accurate root cause identification, and implementation of sustainable solutions to prevent recurrence.</p><h3 data-start="861" data-section-id="8ju43f" data-end="913"><strong data-end="911" data-start="865">Vendor & Partner Performance Management</strong></h3><p data-start="914" data-end="1093">Drive vendor accountability through regular service reviews, evaluating SLA performance, RCA quality, and continuous improvement opportunities to enhance overall service delivery.</p><h3 data-start="1095" data-section-id="puuog2" data-end="1153"><strong data-start="1099" data-end="1151">Continuous Improvement & Service Optimization</strong></h3><p data-start="1154" data-end="1325">Identify trends, risks, and improvement opportunities, leading initiatives that enhance incident prevention, streamline processes, and elevate service management maturity.</p><h3 data-end="1380" data-start="1327" data-section-id="64tba7"><strong data-start="1331" data-end="1378">Team Leadership & Capability Development</strong></h3><p data-start="1381" data-end="1543">Lead, coach, and develop a high-performing incident and problem management team, fostering a culture of accountability, collaboration, and operational excellence.</p><h3 data-end="1605" data-section-id="1f6av6t" data-start="1545"><strong data-start="1549" data-end="1603">Stakeholder Collaboration & Service Integration</strong></h3><p data-end="1778" data-start="1606">Work closely with Service Delivery Managers, IT teams, and partners to integrate insights from incidents and problems into broader service strategies and improvement plans. Excellent management upwards and downwards.</p><h3 data-end="1837" data-start="1780" data-section-id="1fx33tp"><strong data-end="1835" data-start="1784">Reporting, Communication & Tooling Expertise</strong></h3><p data-end="2024" data-start="1838">Deliver clear, data-driven reporting and insights to IT leadership, leveraging tools such as ServiceNow, and communicating effectively with both technical and non-technical stakeholders.</p><h3 data-section-id="1lerpjn" data-start="2134" data-end="2166"> </h3><h3 data-end="119" data-section-id="d5l8tf" data-start="78"><strong data-start="82" data-end="117">Qualifications & Accreditations</strong></h3><ul data-end="795" data-start="120"><li data-end="246" data-section-id="1y9xgsk" data-start="120">Proven experience in a management role within IT service delivery, with a strong focus on incident and problem management.</li><li data-start="247" data-section-id="1r5so0k" data-end="371">Solid practical knowledge of ITIL frameworks, particularly across incident, problem, and service management disciplines.</li><li data-section-id="1rr6llk" data-start="372" data-end="474">Demonstrated expertise in Root Cause Analysis (RCA) and implementing effective corrective actions.</li><li data-start="475" data-section-id="5iqqcn" data-end="570">Strong analytical and problem-solving capabilities, with a focus on continuous improvement.</li><li data-end="694" data-section-id="amlqec" data-start="571">Excellent communication skills, with the ability to engage and influence both technical and non-technical stakeholders.</li><li data-start="695" data-section-id="1ax2jyb" data-end="795">Experience driving process optimisation and improving incident and problem management workflows.</li><li data-section-id="1ax2jyb" data-start="695" data-end="795">ITIL 4 Practitioner</li></ul><p data-end="813" data-start="797"> </p><p>Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.</p><img src="https://counter.adcourier.com/RmF6Lk5hbmRvby45NzQ3NS4xMDkyM0ByaGkuYXBsaXRyYWsuY29t.gif">
<p>Robert Half have partnered on an exclsuive basis with a Global Manufacturing organisation based in Newport to recruit a Senior IT Manager on a permanent basis. </p><h3 data-start="161" data-end="181" data-section-id="rxbt5q"> </h3><p><strong>Role Summary</strong></p><p>A global manufacturing organisation is seeking a Senior IT Manager to lead IT service delivery across a critical production site and associated remote locations. This role is accountable for ensuring the stability, security, and continuous improvement of IT systems supporting a <strong>24/7 manufacturing environment</strong>.</p><p>The position combines<strong> leadership</strong> of the IT Operations function with <strong>hands-on technical oversight and project delivery</strong>, working closely with both local stakeholders and global IT functions to drive operational excellence and technology innovation.</p><p><strong>Key Responsibilities</strong></p><ul><li>Take full ownership of IT service delivery across a manufacturing site and associated remote offices</li><li>Lead, develop, and mentor a local IT team, ensuring high performance and continuous capability development</li><li>Partner with manufacturing, engineering, and business stakeholders to deliver IT solutions that enhance production efficiency and reliability</li><li>Align local IT operations with global IT strategy, standards, and initiatives</li><li>Set priorities, allocate resources, and lead the delivery of IT projects and continuous improvement initiatives</li><li>Oversee and maintain core IT infrastructure, including:</li><ul><li>Virtualisation platforms (e.g. VMware)</li><li>Windows Server environments</li><li>Network infrastructure (LAN/WAN)</li></ul><li>Ensure robust IT security, risk management, and compliance across all systems</li><li>Support and optimise IT systems critical to manufacturing operations, ensuring minimal downtime</li><li>Manage IT budgets, resource planning, and vendor relationships where applicable</li><li>Provide reporting and governance into regional and global IT leadership</li></ul><p><strong>Skills & Experience Required</strong></p><ul><li>Degree in Computer Science, Information Technology, or a related discipline</li><li><strong>Minimum 10 years' experience in IT</strong>, including <strong>significant leadership experience (4+ years managing teams)</strong></li><li><strong>Demonstrable experience within a manufacturing or industrial environment (essential)</strong></li><li>Strong understanding of IT requirements in <strong>24/7, production-critical environments</strong></li><li>Technical expertise in:</li><ul><li>Microsoft Active Directory and cloud services</li><li>Data centre infrastructure and operations</li><li>Network infrastructure and services</li></ul><li>Experience with manufacturing systems (e.g. MES, SCADA, or plant systems) is highly desirable</li><li>Strong analytical and problem-solving capabilities</li><li>Proven ability to manage multiple priorities in a fast-paced operational environment</li><li>Excellent stakeholder engagement and communication skills</li></ul><p><strong>Key Attributes</strong></p><ul><li>Strategic thinker with a hands-on approach to technical leadership</li><li>Strong leadership and team development capabilities</li><li>Proactive, resilient, and results-driven</li><li>Deep appreciation of uptime, reliability, and operational continuity in manufacturing</li><li>Experience working within a global, matrixed organisation</li></ul><p><br /><strong>Salary/logistics</strong></p><ul><li>£70,000-£75,000 + additional benefits </li><li>The role is 5 days a week on site in Newport as standard so please only apply if you are comfortable with the travel commitments. </li></ul><p><br /><br /></p><p>Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.</p><img src="https://counter.adcourier.com/Um9yeS5LaXJrbWFuLjYwNDY5LjEwOTIzQHJoaS5hcGxpdHJhay5jb20.gif">
<p></p><p>Robert Half is delighted to be partnering with a well‑established Association to recruit a <strong>Claims & Membership Administrator</strong>. This is a varied and rewarding position covering claims processing, membership administration, direct debit support, and general office duties. It's an excellent opportunity for someone who enjoys accuracy, organisation, and delivering excellent service within a supportive team environment.</p><h3><strong>Key Responsibilities</strong></h3><br><br>Claims Administration<br><br><ul><li>Sort, process and archive claim forms.</li><li>Handle all claims enquiries, including requesting medical certificates when required.</li><li>Assess and calculate claim benefits, ensuring accuracy.</li><li>Print and collate claim cheques and supporting documents.</li><li>Maintain and update pending claims files.</li><li>Issue correspondence to the Medical Records Office.</li><li>Accurately file all claims records and communications.</li><li>Contact customers to gather additional information as needed.</li><li>Ensure all claim and customer information complies with GDPR regulations.</li></ul><br><br>Membership Administration<br><br><ul><li>Respond to membership queries from current, prospective, and new members.</li><li>Draft and produce membership letters and supporting documentation.</li><li>Enrol individual and group members onto the membership database.</li><li>Process renewals and continuing membership requests.</li><li>Update and manage group membership lists, including extracting key information (e.g., cancellations).</li><li>Organise, print and distribute group membership lists.</li><li>Maintain accurate and GDPR‑compliant membership records.</li><li>Support membership growth by tracking enquiries and issuing follow‑up communications.</li></ul><br><br>Direct Debit Support<br><br><ul><li>Set up new members on the Association's internal claims and direct debit systems.</li><li>Process premium direct debit payments.</li><li>Manage unpaid direct debit transactions.</li><li>Ensure internal systems accurately reflect all direct debit movements.</li></ul><br><br>General Office Duties<br><br><ul><li>Open, sort and prepare daily post for franking.</li><li>Answer incoming calls and respond to general email/postal enquiries.</li><li>Welcome visitors and manage deliveries.</li><li>Monitor and order office stationery supplies.</li><li>Support the overall security, cleanliness and efficiency of the office.</li><li>Adhere to Health & Safety and Fire Safety procedures.</li><li>Assist in training new team members.</li><li>Undertake ad‑hoc administrative tasks as required.</li></ul><h3><strong>What We're Looking For</strong></h3><ul><li>Strong administrative experience, ideally within claims, membership, insurance, finance, or similar environments.</li><li>Excellent attention to detail and ability to process information accurately.</li><li>Confident communication skills across phone, email and written correspondence.</li><li>Strong organisational skills with the ability to manage multiple tasks at pace.</li><li>Proactive, reliable and able to work well as part of a team.</li><li>Confident using databases, MS Office applications, and internal systems.</li></ul><h3><strong>What's on Offer</strong></h3><ul><li>A friendly, supportive working environment.</li><li>Opportunity to work within an established, values-driven organisation.</li><li>Training, development and long-term progression opportunities.</li><li>Competitive salary and benefits package.</li></ul><p>If you're a detail‑driven administrator looking for a steady, varied role within a supportive team, we'd love to hear from you.</p><p><br /><strong>Apply or contact for further information </strong></p><br><p> </p><p> </p><p>Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.</p><img src="https://counter.adcourier.com/R2F2aW4uV2lsbGlhbXMuMzcwNzIuMTA5MjNAcmhpLmFwbGl0cmFrLmNvbQ.gif">
