Summary: The Problem Manager will play a crucial role in the Service Management team by overseeing the lifecycle of problems, identifying root causes, and minimizing the risk of recurring issues. This position involves collaboration with the Major Incident Management team to ensure effective tracking and resolution of follow-up actions. The role emphasizes continuous improvement in IT services through data analysis and stakeholder communication.

Key Responsibilities:

• Oversee the Problem Management process from identification to resolution, ensuring compliance with established procedures and timelines.
• Partner with technical teams and suppliers to investigate root causes, identify underlying issues, and track corrective actions to completion.
• Analyze incident and problem data to detect trends, recurring issues, and opportunities for service improvement.
• Work alongside Major Incident Managers to ensure that post-incident reviews are conducted and that problems from major incidents are logged and addressed.
• Accurately document and maintain Problem Records, ensuring thorough tracking of causes, actions, and outcomes.
• Help facilitate Problem Review Meetings, collecting input from technical teams and ensuring action items are followed through.
• Provide clear, concise updates on the status and progress of problem investigations to stakeholders.
• Contribute to Continual Service Improvement (CSI) by offering data-driven insights and recommendations for enhancing service stability.

Key Skills:

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

Salary (Rate): 360

City: Leeds

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT