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