IT Incident & Problem Manager

BELONG – There’s no place like Principality

At Principality, belonging isn’t just a value — it’s how we work. When you join us, you’re welcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you, we’re committed to helping you feel comfortable, valued, and able to thrive.

We believe great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we encourage balance, invest in wellbeing, and focus on growing and improving together.

Why join us?

There are plenty of reasons to build your career with Principality:

• Flexible hybrid working – Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, so you’ll spend at least 8 days per month based in our Cardiff office.
• A truly inclusive workplace – Proudly named in the 2025 Inclusive Top 50 UK Employers List, ranked 27th, recognising our ongoing commitment to inclusion and belonging
• Customer excellence you can be proud of – Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards 2025 for both Savings and Mortgages.
• Engaged, supported colleagues – Our colleague engagement scores consistently exceed 85%, reflecting a positive and supportive culture.
• Wellbeing at the heart of what we do – Our Belong benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.

These achievements reflect more than awards — they represent our long-term commitment to creating a workplace where colleagues feel supported and customers feel cared When it comes to belonging, there truly is no place like Principality.

Are you calm under pressure, great with people, and passionate about improving IT service performance?

We’re looking for an IT Incident & Problem Manager to take ownership of major incident response, drive problem resolution, and strengthen our organisational resilience.

In this pivotal role, you’ll coordinate swift, structured responses to major incidents, bringing the right teams together, keeping stakeholders informed, and restoring services quickly. You’ll also lead the full Problem Management lifecycle, preventing repeat issues through strong root‑cause analysis and continuous improvement.

Additionally, you’ll strengthen our organisational resilience by maintaining disaster recovery, business continuity and cyber recovery plans, ensuring all testing is robust, compliant and effectively executed.

What you’ll be doing:

• Leading and coordinating responses to major incidents and escalated issues to minimise disruption.
• Driving the full lifecycle of Problem Management, ensuring root causes are identified and permanent fixes implemented
• Monitoring and reporting on Incident and Problem Management performance, including KPIs, insights and trends.
• Building strong relationships across IT, business units and third‑party suppliers to ensure effective communication and collaboration
• Owning IT disaster recovery, business continuity and cyber recovery plans.
• Planning, executing and reviewing resilience and recovery testing to meet regulatory and organisational standards.

What you’ll bring:

• Strong analytical judgement and problem‑solving under pressure.
• Calm, confident leadership during live incidents.
• Clear, influential communication across all levels.
• Effective collaboration across multidisciplinary teams and suppliers.
• Excellent organisation skills with attention to detail and consistent follow‑through.
• Solid understanding of ITIL v4, particularly Incident, Problem, and Service Continuity Management
• Commitment to continuous improvement and service excellence.
• Methodical, data‑driven approach to root cause analysis and recovery planning.
• Resilience, adaptability and a positive, professional approach.

Experience:

• Extensive experience in IT Service Management, specifically Incident & Problem Management.
• Proven major incident management experience, including leading swarms and crisis calls.
• Strong IT operations background, ideally within financial services.
• Expertise in root cause analysis, resilience planning and cyber recovery
• Skilled with ITSM tools and third‑party SLA management.
• Clear, confident communicator with strong stakeholder engagement skills.
• Highly organised with strong coordination and analytical capabilities.
• Effective leader able to influence across matrix‑managed environments.

If you’re ready to make a real impact and lead the way in improving our IT stability and resilience, we’d love to hear from you.

We reserve the right to close this vacancy early should we receive a high volume of applications.

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Nigel Taylor – Head of Brand, Impact & Communication. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)

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