IT Problem Manager

• Own and manage the full problem management process, aligned with ITIL v4
• Identify and investigate root causes through structured RCA sessions
• Maintain the Known Error Database and implement preventative measures
• Drive continual service improvement based on insights and trends
• Act as primary coordinator for major incidents and lead incident response
• Facilitate incident bridges, ensuring timely resolution and effective communication
• Conduct Post-Incident Reviews and ensure follow-up actions are tracked
• Monitor incident trends and produce regular reporting for stakeholders
• Support change management processes including risk/impact assessments
• Participate in CAB/TCAB meetings and ensure adherence to governance standards
• Help ensure changes are implemented with minimal disruption to services

• Proven experience in IT Service Management, ideally within legal or large enterprise
• Strong knowledge of ITIL v4 (Foundation certificate essential)
• Familiarity with Problem, Incident & Change Management best practices
• Hands-on experience using ITSM tools (e.g. ServiceNow, BMC Remedy, Cherwell)
• Excellent analytical, communication, and stakeholder engagement skills
• Calm under pressure, highly organised, and confident leading in fast-paced environments
• Strong reporting/documentation skills and a continuous improvement mindset

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business, DGH Recruitment has over 25 years expertise delivering Technology & Digital recruitment services to many of the world's leading organisations with a particular focus on Legal, Financial, Professional Services & Non-Profit. We are specialists in recruiting across Legal Tech & Service Support, Development, QA & Testing, Business Intelligence & Data, Artificial Intelligence, Projects, Business Analysis, Change & Transformation, Networks, Infrastructure & Security. DGH provide a complete recruitment service including contract/temporary recruitment, permanent recruitment, co-sourcing and executive search. DGH is a privately-owned business and are not part of any consortium / group structure and we do not subcontract to third parties.