Problem Manager

Essential Roles & Responsibilities

* Lead and govern the end-to-end problem management lifecycle, ensuring root causes are identified and effective corrective actions are implemented

* Own Problem Management activities arising from major incidents, including root cause analysis, lessons learned and preventative action tracking

* Analyse incident trends, service data and operational risks to identify recurring issues and improvement opportunities

* Facilitate Problem Review meetings, ensuring risks, actions and decisions are effectively governed and documented

* Assess and prioritise problems based on customer impact, business risk, service commitments and regulatory requirements

* Track corrective and preventative actions to completion, escalating risks, delays and barriers where necessary

* Maintain oversight of open and aged problems, ensuring appropriate visibility and governance

Governance & Reporting

* Produce and present problem management reports, dashboards and trend analysis for internal and customer stakeholders

* Monitor key performance indicators, including recurrence rates, aged problems and corrective action effectiveness

* Maintain accurate records of problem risks, actions and outcomes to support governance, audit and regulatory requirements

* Provide assurance that corrective and preventative actions have been implemented and delivered the intended outcome

* Support governance forums, service reviews and continual improvement initiatives

Behavioural Competencies – Organisational and Behavioural Fit

Essential

* Proven experience in Problem Management within technical environments

* Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies

* Experience facilitating problem reviews and driving corrective action programmes

* Understanding of operational risk, service resilience and regulatory compliance requirements

* Experience analysing service performance data to identify trends and improvement opportunities

* Strong communication skills with the ability to engage technical and non-technical stakeholders

* Experience presenting findings and recommendations to senior stakeholders and customers

Desirable

* Experience within Managed Services environments

* Experience supporting Financial Services clients

* Experience with ITSM platforms such as ServiceNow

* Knowledge of Operational Resilience frameworks and regulatory expectations

Critical Competencies – Technical Fit

* Proven experience in Problem Management within technical environments

* Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies

* Experience facilitating problem reviews and driving corrective action programmes

* Understanding of operational risk, service resilience and regulatory compliance requirements