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NB: This vacancy closed to applications on 12/04/2021.

IT Problem & Incident Manager

Job Reference: 349-COR-291-21

Manchester University NHS Foundation Trust
IT Incident ad Problem Manager
Manchester University NHS Foundation Trust Oxford Road Cobbett House, Manchester
£31,365 - £37,890 per Annum (pro rata)

Manchester University NHS Foundation Trust (MFT) is one of the largest acute Trusts in the UK, employing over 25,000 staff.

We are responsible for running a family of ten hospitals across seven separate sites, providing a wide range of services from comprehensive local general hospital care through to highly specialised regional and national services.

We are the main provider of hospital care to approximately 750,000 people in Manchester and Trafford and the single biggest provider of specialised services in the North West of England. We are also the lead provider for a significant number of specialised services including Breast Care, Vascular, Cardiac, Respiratory, Urology Cancer, Paediatrics, Women’s Services, Ophthalmology and Genomic Medicine.

Our vision is to improve the health and quality of life of our diverse population by building an organisation that:

  • Excels in quality, safety, patient experience, research, innovation and teaching
  • Attracts, develops and retains great people
  • Is recognised internationally as a leading healthcare provider.

At Manchester University Foundation Trust we operate a wide portfolio of services meaning we have opportunities for people with a wide range of experiences and skills. Each of our services provides essential support to the delivery of front-line health and social care services across Greater Manchester.

We are proud of the services we offer to our primary care customers and have several accolades that demonstrate our commitment to delivering the best possible customer experience.

We have an exciting opportunity to join our IT Services department as IT Incident & Problem Manager. As the IT Incident & Problem Manager you will be responsible for the development, management and successful outcomes from the Incident and Problem Management processes and their associated policies. Ensuring all Incidents and Problems are dealt with effectively, including monitoring and reporting to understand performance, planning and conduct improvement measures as required as part of the Continual Service Improvement process.

Ideally you will have experience of running major incidents to resolution. Bringing internal and supplier technical teams together to collaborate quickly and efficiently to reduce service disruption. Managing stakeholder’s comms, ensuring all parties remain updated with the right level of detail appropriate to their role.

Away from the coordination of urgent issues you will be tasked with managing the day to day Incident process and reporting. Identifying opportunities for process improvement and calling out any control failings.

The more proactive side of the role also is tasked with identifying underlying issues as problem records. Working with both technical and non-technical teams to understand the root cause of issues and implement service improvements/workarounds as appropriate.

A key aspect for the role is promoting both the Incident and Problem processes. Both internally to aid adherence of process controls and externally to promote the benefits of our approach to Incident and Problem management.

If you are currently in an IT Service Management role and are looking for your next challenge this could be the rewarding opportunity you have been looking for. Our IT team have a role in ensuring NHS services can be delivered in the most efficient, effective and patient centric way in a challenging and often changing health and social care environment. As Incident and Problem manager you will be well placed to reduce service disruption, improving the IT services that our customers rely upon.

For further details / informal visits contact:

NameMark HarwoodJob titleIT Service Desk ManagerEmail addressmarkharwood@mft.nhs.ukTelephone number01617015662

We may decide to close this vacancy earlier than the published closing date if sufficient applications are received.

Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction in the first 3 months following start in post. The amount of £29.50(standard disclosure) or £47.50 (enhanced disclosure) If you wish to withdraw once a DBS application has commenced you will be still liable for payment.

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post.

We welcome applicants from the Armed Forces Community.

Please be aware that all roles at MFT(except Medical and Dental posts) are subject to a probationary period.

If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on 0161 276 6198.

After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system - TRAC systems. All subsequent information regarding your application will be generated from You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post, you are agreeing to MFT transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.

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