Problem Manager - Remote - Outside IR35
Must have an active SC Clearance
The role covers Problem Records, Known Errors, Workarounds, trend analysis, Post Incident Reviews and continual service improvement.
This position is suited to an experienced Problem Manager with strong IT service management expertise who is comfortable working across technical teams, customers and senior service stakeholders.
Problem Manager Responsibilities
- Own and manage the end-to-end Problem Management process and associated governance.
- Lead Root Cause Analysis (RCA) investigations into major, recurring and complex incidents.
- Coordinate technical and service teams to identify underlying causes of service issues.
- Create, maintain and manage Problem Records throughout their lifecycle.
- Identify and document Known Errors and appropriate Workarounds.
- Develop and track corrective and preventative actions through to completion.
- Analyse incident trends and recurring service issues to identify potential problems before further disruption occurs.
- Lead Post Incident Reviews (PIRs) and ensure agreed actions are documented and completed.
- Drive continual service improvement initiatives based on problem trends, RCA findings and lessons learned.
- Ensure lessons learned are captured, communicated and Embedded across relevant service teams.
- Produce clear Root Cause Analysis reports for customers, leadership and service teams.
- Work closely with Incident Management, Change Management, technical resolver groups and service stakeholders to improve service stability.
Problem Manager Skills and Experience
- Strong experience working within Problem Management in complex IT service environments.
- Proven experience owning and governing the Problem Management lifecycle.
- Strong Root Cause Analysis (RCA) experience.
- Experience leading Post Incident Reviews (PIRs) following major or recurring incidents.
- Experience creating and managing Problem Records and Known Error Records.
- Strong understanding of Known Error Management and the development of operational Workarounds.
- Experience producing and managing Corrective Action Plans and Preventative Improvement Plans.
- Strong incident trend analysis and recurring problem identification experience.
- Experience driving continual service improvement and preventative action initiatives.
- Strong understanding of IT service management processes and the relationship between Problem, Incident and Change Management.
- Experience producing RCA reports, service improvement documentation and lessons learned.
- Strong stakeholder management and communication skills across technical teams, customers and senior leadership.
- Strong analytical and problem-solving skills with the ability to coordinate multiple technical teams through complex investigations.
- ITIL knowledge and experience within an ITIL-aligned service environment would be highly advantageous.
To apply, please send your CV by pressing the apply button.
Due to high volume of applications, only shortlisted CVs will be contacted.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.
An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.