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Essential Roles & Responsibilities
- Lead and govern the end-to-end problem management lifecycle, ensuring root causes are identified and effective corrective actions are implemented
- Own Problem Management activities arising from major incidents, including root cause analysis, lessons learned and preventative action tracking
- Analyse incident trends, service data and operational risks to identify recurring issues and improvement opportunities
- Facilitate Problem Review meetings, ensuring risks, actions and decisions are effectively governed and documented
- Assess and prioritise problems based on customer impact, business risk, service commitments and regulatory requirements
- Track corrective and preventative actions to completion, escalating risks, delays and barriers where necessary
- Maintain oversight of open and aged problems, ensuring appropriate visibility and governance
- Present investigation findings, risks and improvement recommendations to customers and internal stakeholders
- Drive continual improvement through process optimisation, standardisation and automation opportunities
- Collaborate with incident, change and engineering teams to reduce recurring issues and improve service resilience
- Act as an escalation point for problem-related issues and provide guidance to colleagues without formal line management responsibility
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Governance & Reporting
- Produce and present problem management reports, dashboards and trend analysis for internal and customer stakeholders
- Monitor key performance indicators, including recurrence rates, aged problems and corrective action effectiveness
- Maintain accurate records of problem risks, actions and outcomes to support governance, audit and regulatory requirements
- Provide assurance that corrective and preventative actions have been implemented and delivered the intended outcome
- Support governance forums, service reviews and continual improvement initiatives
Teams to Collaborate With
- Customer Experience & Managed Service – Ensure service stability and customer outcomes
- Solutions Architecture – Support translation of client needs into sustainable resolutions
- Engineering – Work closely to ensure root causes are addressed effectively
- Quality, Security, & Compliance – Support regulatory and audit requirements
Behavioural Competencies – Organisational and Behavioural Fit
Essential
- Proven experience in Problem Management within technical environments
- Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies
- Experience facilitating problem reviews and driving corrective action programmes
- Understanding of operational risk, service resilience and regulatory compliance requirements
- Experience analysing service performance data to identify trends and improvement opportunities
- Strong communication skills with the ability to engage technical and non-technical stakeholders
- Experience presenting findings and recommendations to senior stakeholders and customers
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Desirable
- Experience within Managed Services environments
- Experience supporting Financial Services clients
- Experience with ITSM platforms such as ServiceNow
- Knowledge of Operational Resilience frameworks and regulatory expectations
Critical Competencies – Technical Fit
- Proven experience in Problem Management within technical environments
- Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies
- Experience facilitating problem reviews and driving corrective action programmes
- Understanding of operational risk, service resilience and regulatory compliance requirements
- Experience analysing service performance data to identify trends and improvement opportunities
- Strong communication skills with the ability to engage technical and non-technical stakeholders
- Experience presenting findings and recommendations to senior stakeholders and customers
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Jessica, London
Skills
Problem Management
Root Cause Analysis
ITIL
Service Resilience
Operational Risk
Data Analysis
Communication
Stakeholder Engagement
Corrective Actions
Preventative Actions
Service Performance
Governance
Reporting
Continuous Improvement
Collaboration
ITSM
Location