JOB DESCRIPTION

We have an exciting opportunity for a Problem Manager to join our growing Service Management team. In this role, you will play a key part in managing problems through their lifecycle, supporting the identification of root causes, reducing the likelihood of recurring issues, and contributing to the continuous improvement of IT services. You will also work closely with and support Major Incident Management to ensure follow-up actions are effectively addressed and tracked.

QUALIFICATIONS

• Experience working in a Problem Management role within an ITIL-based Service Management environment.
• Knowledge of ITIL4 practices – ITIL4 Foundation certification is desirable.
• Familiarity with ServiceNow Problem Management and other ITSM platforms.
• Strong analytical skills with the ability to interpret data, identify patterns, and produce actionable insights.
• Ability to collaborate effectively with technical teams, suppliers, and senior stakeholders.
• Experience supporting Major Incident and post-incident processes.
• Clear and professional communication skills, both written and verbal.

ADDITIONAL REQUIREMENTS:

• Must be reliable and flexible.
• Hours of work will be between 08:00 - 18:00, with an 8-hour working day staggered across the 10-hour timeframe.

• Manage the Problem Management process from identification through to resolution, ensuring adherence to established procedures and timelines.
• Work with technical teams and suppliers to investigate root causes, identify underlying issues, and track corrective actions to completion.
• Analyse incident and problem data to identify trends, recurring issues, and areas for service improvement.
• Collaborate with Major Incident Managers to ensure post-incident reviews are completed and that problems arising from major incidents are logged and progressed.
• Document and maintain Problem Records accurately, ensuring clear tracking of causes, actions, and outcomes.
• Assist in facilitating Problem Review Meetings, gathering input from technical teams and ensuring action items are followed up.
• Communicate problem status and progress to stakeholders, providing clear, concise updates on investigations and resolutions.
• Support Continual Service Improvement (CSI) by providing insights and data-driven recommendations to enhance service stability.