We are seeking a highly capable Problem/Change Manager to join a critical IT service function supporting a large-scale transformation for a nationally recognised retail organisation. This is a hands-on role, based predominantly onsite in Salford , where you’ll be responsible for improving service stability and leading structured change processes in a high-impact, customer-facing environment. The successful candidate will bring deep knowledge of ITIL best practices , and the ability to navigate complex stakeholder landscapes to drive root cause resolution and minimise operational risk. Key Responsibilities: Own and operate the Problem Management process , including trend analysis, RCA coordination, and implementation of preventive measures. Govern the Change Management lifecycle across IT services, ensuring changes are assessed, approved, and implemented with minimal disruption. Conduct and chair Problem and Change Review Boards , aligning technical and business teams around best-practice service governance. Identify process bottlenecks, implement continuous improvement strategies, and support service maturity initiatives. Act as a senior escalation point for high-priority problems and change conflicts. Collaborate with operational leads, third-party vendors, and internal teams to drive accountability and visibility across service functions. Essential Skills & Experience: Strong background in Problem and Change Management in large enterprise or public-facing environments. In-depth knowledge of ITIL frameworks (v3 or v4). Excellent organisational and analytical skills – capable of managing concurrent issues, risks, and change requests. Confident communicator who can operate across technical, operational, and leadership stakeholders. Calm under pressure, with a methodical approach to problem-solving and change governance. Previous experience in retail, logistics, or consumer-centric sectors is highly advantageous. Desirable Qualifications: ITIL v4 Foundation (or higher) Contract Details: Duration: 1–3 months initially Extension: Likely, based on performance and ongoing programme needs Working Arrangement: Predominantly onsite (Salford, Manchester) Day Rate: Competitive (Inside IR35)