Job Introduction

Role Title                         IT Problem & Change Manager 

Location:                         Leeds (Hybrid)

Contract:                         Permanent

Working Pattern:             Full Time

Salary:                              £50,000 - £55,000

The IT Problem & Change Manager will ensure IT services remain stable, secure, and continuously improved by owning and operating the Change and Problem Management processes. The role safeguards service integrity through effective risk assessment, proactive identification of root causes, and implementation of sustainable corrective and preventive actions. It drives continuous improvement, ensures alignment across ITSM disciplines, and fosters a culture of proactive service excellence.

As our new IT Problem & Change Manager, you will also:

• Own, develop, and maintain the Change and Problem Management processes in line with ITIL and MPS governance.
• Chair Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Facilitate and document Post-Incident Reviews (PIRs) for Major Incidents, ensuring root causes, lessons learned, and corrective actions are captured, documented, and driven to closure through the Problem Management process, and preventative actions are identified for recurring incidents.
• Maintain the Forward Schedule of Change (FSC), Known Error Database (KEDB), and Problem Records, ensuring accuracy and visibility.
• Produce and present trend analysis and performance reporting to Service Delivery leadership.
• Drive continuous process improvement, aligning with other ITSM disciplines (Incident, Change, Problem, Release, and Knowledge).
• Embed a proactive problem management culture through strong stakeholder engagement across IT.
• Ensure audit, security, and risk compliance by aligning PIRs and operational processes with governance standards.
• Coordinate routes to live with Environment and Test Managers to deliver safe, efficient, and governed releases.

We are looking for:

• Proven experience managing enterprise-scale Change & Problem Management processes
• Demonstrable experience chairing CAB, PIR, and Problem Review meetings.
• Strong experience in root cause analysis and problem trend management.
• Experience influencing senior stakeholders across IT and business.
• Comprehensive understanding of ITIL change and Problem Management processes..
• Strong grasp of IT governance, risk management, and compliance frameworks.
• Exposure to project management methodologies (PRINCE2, Agile).

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

In return, we can offer you:

• Discretionary on-target bonus of 10%. Up to a max 20% based on performance
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave. Flexible public holidays and option to buy/sell additional leave
• Private Medical Cover
• Car Salary Sacrifice scheme
• 6x salary death in service
• Holistic health and wellbeing support package
• A truly flexible hybrid-working arrangement 
• A culture that promotes inclusivity, wellbeing and rewards hard work

Who We Are

Medical Protection Society (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 Members around the world.

We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit Members and the wider healthcare professions. 

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support. We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Member’s best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply. 

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our Talent Acquisition team by emailing careers@medicalprotection.org.

Medical Protection Society