Incident, Problem & Change Lead
Incident, Problem & Change Lead
Permanent Full Time
Wellington, Auckland, New Plymouth locations considered
We’re building simpler, smarter, and more resilient technology services at TSB, and we’re looking for someone who wants to help shape how we get there. When technology incidents happen, good leadership matters. That’s where you come in.
As our Incident, Problem & Change Lead, you’ll be at the heart of how we respond, learn, and improve. You’ll bring people together during significant incidents, help us get underneath recurring problems and shape how technology change happens across TSB. We want someone who can help us simplify it, challenge it, and make it genuinely useful for the people doing the work.
What you’ll be doing:
Lead when it matters.
When a significant technology incident hits, you’ll help bring calm, clarity, and momentum, connecting the right people, asking the right questions, and helping teams navigate the path to recovery.
Turn incidents into improvements.
You'll lead our Incident and Problem Management practices and make sure post-incident reviews result in genuine learning and action, not a report that disappears into a folder.
Help us solve problems properly.
You’ll work with teams to understand root causes, challenge repeat issues, and move us beyond short-term fixes towards sustainable solutions.
Make technology change work better.
You’ll lead and evolve our approach to Technology Change Management, including our Change Advisory Board (CAB), helping us strike the right balance between moving quickly and managing risk well.
Find the story in the data.
You’ll use incident, problem, and change data to spot patterns, ask better questions, and identify where we can reduce disruption or strengthen resilience.
Help us practise before it’s real.
You’ll run scenario and tabletop exercises with technology teams and business stakeholders, building confidence and readiness for when significant incidents occur.
Build and simplify.
You’ll help evolve our wider Information Technology Service Management (ITSM) capability, using automation, data, and our service management tools to make things easier and more effective. You’ll also help strengthen Configuration Management, the Configuration Management Database (CMDB) and Technology Business Continuity, and participate in our shared major incident on-call roster.
What you’ll bring
- A calm and considered approach, even when things get noisy or complex.
- The ability to bring technical teams, leaders and business stakeholders together, create clarity from ambiguity and keep everyone moving towards a shared outcome.
- Experience across areas such as IT service management, technology operations, incident, problem, change or resilience would be valuable, but how someone thinks and approaches challenges matters just as much as the labels on their CV.
- An appetite for challenging the status quo, exploring better ways of working and using data and insight to turn good ideas into meaningful change.
- Most importantly, an understanding that great service management isn’t about process for process’ sake. It’s about enabling our people to deliver reliable technology and great outcomes for our customers.
What’s in it for me?
At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with.
We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers.
We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.
If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self…. Apply Now!
Applications close 5.00pm Sunday 18th of October, applications will be reviewed as they come in.
Applications for this role will take you to the advertisers site.
