Problem Manager

We are seeking an experienced Problem Manager to join a large-scale enterprise programme. This role will be responsible for owning and driving the end-to-end Problem Management process, identifying the root causes of major and recurring incidents, and implementing long-term solutions to improve service stability and performance.Due to project requirements, applicants must be British citizens and eligible for Security Clearance (SC), with existing SC clearance highly desirable., * Own and govern the Problem Management process and associated controls.

• Lead Root Cause Analysis (RCA) investigations for major and recurring incidents.
• Create and manage Problem Records, Known Errors, and Workarounds.
• Coordinate technical teams to identify underlying causes and long-term resolutions.
• Track corrective and preventative actions through to completion.
• Monitor incident trends and recurring service issues.
• Facilitate Post Incident Reviews (PIRs) and capture lessons learned.
• Produce RCA reports and present findings to leadership and key stakeholders.
• Drive continuous service improvement initiatives to reduce repeat incidents and improve operational performance.

Key Deliverables

• Root Cause Analysis Reports
• Problem Records
• Known Error Records
• Corrective Action Plans
• Preventative Improvement Plans
• Post Incident Review Outcomes

• Proven experience in a Problem Manager, IT Problem Manager, or similar Service Management role.
• Strong understanding of ITIL Problem Management and service management best practice.
• Experience leading Root Cause Analysis investigations and driving corrective actions.
• Ability to analyse incident trends and identify systemic issues.
• Strong stakeholder management and communication skills.
• Experience working within complex enterprise IT environments.
• Familiarity with ITSM platforms such as ServiceNow or similar.

Desirable

• Experience within Government, Public Sector, or highly regulated environments.
• ITIL Foundation or higher certification.
• Experience supporting Major Incident and Service Operations functions., * British Citizen.
• Active SC candidates only
• Able to work independently within a fully remote environment whilst collaborating effectively with technical and business stakeholders.

This is an excellent opportunity for an experienced Problem Manager to play a key role in improving service resilience, reducing recurring incidents, and driving measurable service improvements within a complex programme environment. If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.