BAPON Technologies
Problem Change Manager
United Kingdom
Posted about 22 hours ago
Get notified of more jobs like this · No spam, ever
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
Problem Manager
We are looking for an experienced Problem Manager to support a complex enterprise service environment. The role is responsible for identifying and eliminating the underlying causes of incidents, reducing repeat service failures, and driving continual service improvement.
The Problem Manager will lead structured Root Cause Analysis (RCA), coordinate technical and service teams, manage corrective and preventative actions, and ensure lessons learned are translated into measurable improvements.
Key Responsibilities
- Own and manage the end-to-end Problem Management process, including governance, standards, and reporting.
- Lead Root Cause Analysis (RCA) investigations for major, recurring, and high-impact incidents.
- Coordinate technical, application, infrastructure, supplier, and service teams to identify underlying causes.
- Create, maintain, and manage Problem Records throughout their lifecycle.
- Identify and document Known Errors and appropriate Workarounds to minimise service impact.
- Define and track corrective and preventative actions through to successful completion.
- Analyse incident data and service trends to proactively identify recurring or emerging problems.
- Facilitate Post Incident Reviews (PIRs) and ensure agreed actions are clearly owned and tracked.
- Drive Continual Service Improvement (CSI) initiatives based on problem trends and root cause findings.
- Ensure lessons learned are captured, communicated, and embedded across relevant teams.
- Produce clear and concise RCA and Problem Management reports for service teams, technical leadership, and senior stakeholders.
- Work closely with Incident Management, Change Management, Service Management, technical teams, and third-party suppliers.
- Monitor the effectiveness of implemented corrective actions to ensure problems do not recur.
- Maintain appropriate Problem Management metrics, KPIs, dashboards, and governance reporting.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Scope of the Role
- Root Cause Analysis (RCA)
- Problem Management
- Known Error Management
- Incident and Trend Analysis
- Corrective and Preventative Action Planning
- Continual Service Improvement
- Post Incident Review (PIR)
- Lessons Learned
- Problem Management Governance and Reporting
Key Deliverables
- Root Cause Analysis Reports
- Problem Records
- Known Error Records
- Corrective Action Plans
- Preventative Improvement Plans
- Post Incident Review Outcomes
- Lessons Learned Reports
- Problem Management Metrics and Trend Reports
Essential Skills and Experience
- Strong experience in IT Service Management (ITSM) and Problem Management within complex enterprise environments.
- Demonstrable experience leading Root Cause Analysis and major problem investigations.
- Strong understanding of ITIL Problem, Incident, Change, and Continual Improvement practices.
- Experience facilitating Post Incident Reviews involving multiple technical and business stakeholders.
- Ability to analyse incident data, identify trends, and determine recurring service issues.
- Experience managing Known Errors, Workarounds, corrective actions, and preventative actions.
- Strong stakeholder management and communication skills.
- Ability to challenge technical teams constructively and drive actions through to completion.
- Strong analytical, problem-solving, facilitation, and reporting capabilities.
- Experience working with ITSM platforms such as ServiceNow or equivalent.
- Ability to communicate complex technical root causes clearly to both technical and non-technical stakeholders.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable Skills
- ITIL 4 Foundation or higher ITIL certification.
- Experience within large-scale, regulated, public sector, or enterprise environments.
- Experience operating within multi-supplier or SIAM-based service environments.
- Knowledge of service performance metrics, operational governance, and continual improvement frameworks.
- Experience working across cloud, infrastructure, application, integration, and digital service environments.
Key Competencies
- Problem Solving: Ability to investigate complex service issues and distinguish symptoms from underlying causes.
- Leadership: Ability to lead cross-functional investigations without relying on direct line-management authority.
- Communication: Ability to produce clear, evidence-based RCA reports and confidently present findings to senior stakeholders.
- Ownership: Drives problems and associated actions from identification through to permanent resolution.
- Continuous Improvement: Uses incident trends, lessons learned, and operational data to proactively improve service stability and resilience.
- Collaboration: Works effectively across technical teams, service management functions, suppliers, and business stakeholders.
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Problem Management
Root Cause Analysis
ITIL
IT Service Management
Incident Management
Change Management
Continual Service Improvement
Stakeholder Management
ServiceNow
Trend Analysis
Known Error Management
Post Incident Review
Governance Reporting
Analytical Problem Solving
Facilitation
Technical Reporting
Location