Hays
Problem Manager
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Problem Manager - Active SC required
£640 per day (Inside IR35) | Fully Remote | 4-6-Month Contract
Overview
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.
Key Responsibilities
- 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.
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Key Deliverables
- Root Cause Analysis Reports
- Problem Records
- Known Error Records
- Corrective Action Plans
- Preventative Improvement Plans
- Post Incident Review Outcomes
Required Experience
- 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.
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Candidate Requirements
- 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.
Desired Skills and Experience
Incident/Problem Manager
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk.
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