Summary

We’re looking for someone with experience of owning and managing IT Incident, Problem and Change processes ensuring that the IT department, through it’s provided services, continue to add value to the National Trust and enable our wider cause. We’re looking for someone who has worked within a busy and sometimes challenging environment and subsequently has the right skills to work as part of the wider IT Operations team, and related Service Delivery areas and stakeholders.

Salary: £40,564 - £45,000 depending on experience.

What it's like to work here

We’re bigger than you think, we’re more complicated than we appear and we’re larger scale than you’d imagine. We’ve got passionate people in all our teams, and we’ve got so much more we want to achieve. We’re for ever, for everyone and we really mean that. We don’t want to stop at 5.5 million members and we want everyone to feel welcome and enjoy access to our places, so we need to reach new audiences in ways that are meaningful and relevant to them without losing the hearts and minds of those that are already with us.

Our central head office Heelis, is situation in Swindon, Wiltshire. We're well placed, with ample parking nearby, a shopping outlet with plenty of options for places to eat, and the town centre only a 10 minute walk away. Alternatively you can enjoy our open plan atrium space for lunch times, with our internal café available every day.

Your contractual location will be Heelis, however there will be an opportunity to explore and agree remote working arrangements which strike the right balance for you and the Trust..

What you'll be doing

You will be part of the IT Incident, Problem & Change function who are part of the larger IT team. We’ll be looking for someone to:

• Work within IT Operations but also collaborate closely and build up strong relationships with the various stakeholders across the Trust, including internal technical teams and in some cases, third party vendors to the Trust.
• Be responsible for the overall IT Incident, Problem and Change Management processes for the Trust, including proactively looking for areas of continual improvement and responding reactively to trends and escalations via our Service Management function.
• Be responsible for the chosen IT Service Management toolset, utilising both in house resources and leveraging the partnership with have with our third party vendor.
• Be a line a manager and lead within the Incident, Problem and Change function.
• Be responsible for ensuring regular improvement and maintenance of our ITSM toolset.

Who we're looking for

• Experience and knowledge of IT Incident (including Major), Problem and Change principles and methodologies
• IT Service Management qualification – ITIL Foundation v3 or v4 as a minimum
• Experience and knowledge of IT Service Management tools e.g. ServiceNow
• Line Management experience
• Excellent communication skills, both written and verbal
• Experience of working with and influencing stakeholders
• Experience or demonstration of thinking holistically and working proactively

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

Wherever you’re from, and whatever your background, we want to hear from you – and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

• Flexible working whenever possible

• Free parking at most locations

• Free entry to our properties for you, a guest and your children (under 18)

• Substantial pension scheme of up to 10% basic salary