Problem Manager

The Role

The Problem Manager is an individual contributor responsible for overseeing the identification, analysis, and resolution of recurring incidents and underlying problems across client environments.

You will drive robust problem management processes, ensuring issues are resolved at root cause, minimising risk, and supporting business continuity in a regulated financial services environment. This role acts as a key advisor to stakeholders, ensuring transparency, governance, and continuous improvement across all problem activity. 

Key Responsibilities

• Lead the end-to-end problem management lifecycle (identification, analysis, root cause, resolution, review)
• Coordinate and facilitate Problem Review meetings and governance forums
• Identify recurring issues and drive root cause investigations
• Assess risks, impacts, and dependencies to prioritise problem resolution
• Ensure all problems are documented and managed in line with ITIL best practices
• Monitor and report on problem trends, recurrence rates, and outcomes
• Drive continuous improvement across problem management processes
• Link problem management with incident and change processes to ensure effective resolution
• Act as escalation point for complex or high-impact problems
• Collaborate with clients and internal teams to understand business impact and priorities
• Support audit readiness through strong documentation and governance controls
• Provide insights and recommendations to improve service stability and resilience

Experience & Knowledge

Essential:

• Proven experience in problem management within IT or managed services environments
• Strong understanding of ITIL problem management processes
• Experience leading root cause analysis and problem review forums
• Strong analytical and problem-solving skills
• Experience working in regulated environments (ideally financial services)
• Strong stakeholder engagement and communication skills
• Experience with incident and change management integration

Desirable:

• Experience with automation tools for problem management
• Experience across cloud, hybrid, or on-prem environments
• Familiarity with Windows and Linux environments

Benefits

• Pension with employer contributions
• Private healthcare
• Discounted gym memberships
• 25–27 days holiday + bank holidays + birthday off
• 24/7 wellbeing support + Team Claranet initiatives