IT Change and Problem Lead

SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as building thousands of new affordable homes every year.

We're pleased to have an opportunity for an IT Change and Problem Lead to help us build a resilient, stable, and well-managed IT environment.

This is a key role within our IT Service Assurance function, ensuring that changes are well-controlled, risks are minimised, and problems are proactively identified and resolved. You'll be central to improving service reliability and reducing the impact of incidents across the organisation.

You'll be based from our office in Basingstoke, combining both office and home working to ensure a positive work / life balance.

The Role

You'll be responsible for managing the full lifecycle of IT changes and problems, ensuring that all changes to applications, services, and infrastructure are assessed, approved, scheduled, and communicated effectively. You'll also lead the problem management process, driving root cause analysis, reducing repeat incidents, and maintaining information on known errors and workarounds.

This role is ideal for someone who thrives on structure, governance, and continuous improvement, and who can work confidently with stakeholders across IT and the wider business.

Key responsibilities:

• Manage the end-to-end change process, ensuring changes are assessed, approved, scheduled, and released with minimal risk to live services.
• Chair Change Advisory Board (CAB) and emergency change meetings.
• Maintain and communicate the forward schedule of change.
• Perform impact and risk assessments for all changes and ensure emergency changes meet required standards.
• Lead the lifecycle of problem records, including root cause analysis and proactive trend identification.

About You

• Strong experience establishing and maturing ITIL-aligned change and problem management processes in a large organisation.
• Proven experience in process or service ownership with measurable improvements delivered.
• Strong analytical and problem-solving skills, with the ability to interpret data and drive decisions.
• ITIL v3 or v4 Foundation certification.
• Familiarity with tools such as M365, Cherwell, DevOps, and methodologies such as Agile, TOGAF, and ITIL.

Why Join Us?

At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people.

Great benefits including:  

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) 

• Option to buy or sell holiday as part of our flexible benefits package 

• 3 extra paid Wellbeing days and 2 paid volunteering days 

• Generous matched pension scheme up to 12% and Life cover at 4x salary  

• Enhanced maternity/adoption pay  

• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service) 

• Options for private medical insurance, dental insurance and critical illness cover 

• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service 

If this sounds like the opportunity you're looking for, we'd love to hear from you