1 to 25 of 378 Problem Management Jobs in the UK excluding London

services it needs), Guide (guiding the business through change using expertise and experience) and Guard (always protect the business). What you'll be doing: Supporting IT Services (Incident Management/Request Fulfilment): Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool … Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions and to resume normal service as soon as possible, following the approved incident management process Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively … Escalate Major Incidents or complaints as appropriate Change Management/Problem Management/Project Management: Identify and report recurring incidents to BTS Service Desk Management team to prevent problems Attend bi-weekly problem management meeting where required to represent the Service Desk Attend Weekly CAB where required to present and represent Service Desk More ❯

the necessary technology, applications, and services), Guide (assist the business through change using expertise), and Guard (protect the business). What you’ll be doing: Supporting IT Services (Incident Management/Request Fulfilment): Ensure all incidents and service requests are logged, accurately identified, categorized, prioritized, diagnosed, and managed using the Service Desk IT service management tool, with clear … closure. Maintain detailed, accurate, and consistent records of calls and keep customers informed. Collaborate with third parties and colleagues to investigate, diagnose, analyze, and resolve issues promptly, following incident management procedures. Refer unresolved requests to appropriate teams or service providers, ensuring effective communication with the customer. Escalate Major Incidents or complaints as necessary. Change Management/Problem Management/Project Management: Identify and report recurring incidents to prevent future problems. Participate in bi-weekly problem management meetings and weekly CAB meetings to represent the Service Desk, communicate changes, and obtain stakeholder approval. Utilize project management methodologies and agile practices to improve communication and planning for service developments or changes. Act as More ❯

ability to manage complex service delivery requirements within a highly regulated environment. The candidate must hold an active SC Clearance and be a British national. Key Responsibilities: Service Delivery Management: Lead the delivery of IT services to meet both operational and strategic goals. Ensure that service levels (SLAs) and key performance indicators (KPIs) are achieved. Client and Stakeholder Engagement … Serve as the main point of contact for stakeholders, ensuring that service delivery aligns with customer expectations. Foster strong relationships with defence sector clients and internal teams. Incident and Problem Management: Oversee the effective resolution of IT incidents and problems, ensuring minimal disruption to service. Proactively identify areas for improvement and implement preventive measures. Service Improvement: Continuously assess … the IT service delivery process and implement improvements that enhance efficiency, effectiveness, and customer satisfaction. Lead root cause analysis for service delivery issues and define corrective actions. Change Management: Ensure that changes to the IT environment are implemented smoothly with minimal disruption to service. Oversee the change management process, ensuring compliance with Defence sector standards. Compliance and Governance More ❯

team members, and handling escalations and major incidents through to resolution. This is an office-based role, Monday to Friday, based in Hertford, Hertfordshire. Key Responsibilities: Overall Service Operations Management: Oversee the daily operations of the IT service desk, ensuring tickets are processed in accordance with established procedures and SLAs. Develop and implement best practices for managing tickets, including … priorities. Manage escalations from 1st and 2nd line support teams, ensuring timely and effective resolution of complex issues interfacing with 3rd line across the wider business. Lead incident and problem management processes, including root-cause analysis for recurring incidents, working closely with internal teams and external vendors. Own and manage the organisation’s IT Service Management (ITSM … platform (HALO), including administration, configuration, and continuous improvement of core modules such as Incident, Request, Change, Problem, and Configuration Management. Act as the internal lead for IT operations, providing oversight and accountability for IT systems and user experience. Collaborate with the Network & Infrastructure Manager and Level 3 engineers to ensure effective support and delivery of services, particularly around Microsoft More ❯

via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise manner. Incident Management - Log and track incidents in the service desk ticketing system. Prioritize and escalate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level … agreements (SLAs). Requests & Starter/Leaver Management – Log and track requests in the service desk ticketing system. Ensure timely completion of requests and ensure that new starters requests are fulfilled in a timely manner including following our documented laptop build process using Intune and Autopilot. Customer Service - Deliver excellent customer service by actively listening to users and empathizing … technologies. Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution. Collaboration : - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues to appropriate teams or specialists when necessary. Problem Management - Monitor More ❯

user experience. Team Collaboration: Work closely with Proactive and Automation Engineers to build and implement successful use cases, showcasing real value through improvements, tangible savings, and benefits. Customer Relationship Management: Develop and maintain excellent customer relationship skills, understanding customer strategies to recommend the right initiatives from the XMO service. Experience Level Review Meetings: Conduct Experience Level Review meetings to … discuss the value of findings and conduct roadmap planning to ensure the best use of Digital Experience (DEX) features and Experience Level Agreement (XLA) implementation. Data Analysis and Problem Solving: Analyze data, identify challenges, and implement effective remediations and automations developed by the automation team to enhance the digital employee experience. Business Analysis and Technical Knowledge: Utilize strong business … user experience. Team Collaboration: Work closely with Proactive and Automation Engineers to build and implement successful use cases, showcasing real value through improvements, tangible savings, and benefits. Customer Relationship Management: Develop and maintain excellent customer relationship skills, understanding customer strategies to recommend the right initiatives from the XMO service. Experience Level Review Meetings: Conduct Experience Level Review meetings to More ❯

to resolution, ensuring SLA compliance throughout. • Ensure requests are fulfilled promptly and updates are communicated to users. • Create and maintain knowledge base articles to improve service delivery. • Use knowledge management tools to share resolutions and prevent recurrence of known issues. • Identify trends in incidents and assist in root-cause analysis investigations in line with Problem Management processes. … Support the Major Incident Management group during high priority incidents via effective triage, troubleshooting whilst ensuring minimal service disruption. • Act as the primary point of contact for incident and change notifications. • Provide clear and professional updates to users, stakeholders, and management as required. • Utilise tools and processes to log, track, and manage IT assets and configuration items. • Cover … support environment, preferably in a 24/7 setting. • ITIL 4 Foundation certification (or willingness to obtain). • Knowledge of SFIA Levels 2-3 in service operations, including incident management, customer service support and request fulfilment. • Ability to learn and adapt to new systems, processes, and technologies. • Experience with ITSM tools, Microsoft Office 365 Admin, and remote support tools. More ❯

end-to-end SEPA Instant payments product offering, responsible for the applications that underpin processing of this payment rail • Own the lifecycle of SEPA Instant Payments applications, including incident management, change control, capacity planning, and service continuity • Ensure high availability, performance, and resilience of the SEPA Instant Payments platform, meeting strict SLAs and compliance requirements. • Act as the primary … contact for internal business units (including Operations, Compliance & Transactional Banking), IT and external vendors, regarding service performance and enhancements. • Lead root cause analysis and resolution of major incidents. Drive problem management to reduce recurring issues and improve service stability. • Manage projects involving any future enhancements or regulatory changes required with the SEPA Instant payment solution, including the management … the delivery of IT change for the Banks across the EMEA region. • Working closely with each of the IT teams and functions, the role will require engagement with senior management and key stakeholders. Attributes: • Works autonomously but maintains an open dialogue with management and escalating as appropriate. • Works effectively across regulatory, geographic and cultural boundaries throughout the EMEA More ❯

desktop and enterprise applications. Manage and resolve complex incidents using tools like SCCM, MS Endpoint, Intune, PowerShell, and Active Directory (on-prem and Azure AD). Lead incident and problem management processes, ensuring timely resolution and root cause analysis reporting. Maintain accurate records in ITSM platforms (e.g., ServiceNow, Remedy, HEAT). Support ITIL-aligned service delivery and act … What You'll Bring: Strong technical expertise in desktop and mobile device support, including Windows, macOS, iOS, Android, and enterprise tools. Experience with ITSM tools and ITIL processes (Incident, Problem, Change Management). Excellent communication skills with the ability to explain technical issues to non-technical users. A proactive mindset with a passion for continuous improvement and innovation. … Desirable Qualifications: HNC/HND, Degree, or equivalent in an IT-related field. ITIL Foundation Certification. Experience with asset management and technical project leadership. Why Join Us? Be part of a mission-driven organisation that makes a real difference. Work in a collaborative and supportive IT team. Enjoy a comprehensive benefits package and opportunities for professional development. ?? Interested? Call More ❯

An excellent opportunity has arisen for a Group IT Problem Manager within the Cabot Service Delivery team. This is a hybrid role with travel to Kings Hill, London and European sites required. The Team The Service Delivery Team within Cabot Group play a key role in providing structure and frameworks by which the IT department as a whole operate. … Some of the key areas of responsibility are Vendor Management, Service Transition, Change Management, Problem Management and Service Level Management, alongside ownership of the critical ITIL processes. Our remit is to design, implement and regularly measure our performance against these processes, striving for continual service improvement. Job Purpose The IT Problem Manager’s primary … objective is to ensure the problem management practice aligns to ITIL best practice, successfully and efficiently drives the control and remediation of all IT problems, minimises the impact of known errors and incidents that cannot be prevented, and where possible prevents incidents from occurring. The Problem manager will work closely with the various technical owners, analysts and More ❯

integration, automation, and a mobile-first strategy across a global footprint. Key Responsibilities Platform Ownership & Strategy Act as the primary owner for the Azure cloud environment, including governance, cost management, architecture, and operations. Develop and maintain a scalable, secure, and resilient cloud platform aligned with the firm’s digital transformation goals. Drive and implement the roadmap for infrastructure upgrades … regardless of time of day is an essential. Lead by example, setting clear expectations and holding individuals and teams accountable for high performance and ethical conduct. Provide direct line management of individuals where appropriate, ensuring clear direction, regular development conversations, and alignment with team and business goals. Operational Management Take full ownership of day-to-day BAU operations … ensuring the cloud platform’s performance, reliability, security, and compliance. This includes patch management across all infrastructure services, as well as ensuring regular reporting is carried out for patch compliance and vulnerability management. Beyond operational stability, the role demands a continuous improvement mindset - proactively evaluating the platform and driving enhancements to optimise efficiency, resilience, and user experience. Manage incident More ❯

Job summary As an Analyst in the IT Service Management Team (ITSM), you will play a key role in supporting and managing service management functions as the BSA transitions into a multi-sourcing digital business. The ITSM team is focused on modernising operations and ensuring user-centric service delivery, including business solutions through agile methods in a continuous … Access to a wide range of benefits and high street discounts! Main duties of the job o Your responsibilities involve supporting the development, implementation, and operation of ITIL service management processes. You will work closely with business colleagues, stakeholders, and internal/external suppliers to ensure policies, standards, and procedures are effectively adopted and followed. You will also proactively … supporting the Service Catalogue and Tooling function, ensuring accurate identification, control, and auditing of services within the catalogue. You will contribute to the development and enhancement of IT Service Management tools, offering 2nd line support for Incident Management, Service Requests, Release and Change Management, and analysing requirements for tool improvements. You will also support continual improvement activities More ❯

of the 1st Line Engineers in assisting with escalated calls and professional support. Key Responsibilities: Provide level 2 support for key incidents and issues related to our clients. Provide problem management and technical analysis. Maintain existing infrastructure systems. Ensure that systems are patched and maintained in accordance with the clients and organisation’s expectations. Work with the SDM … team members on best practices. Raise Change Requests. General Responsibilities: To support your colleagues, wherever practicable, to ensure they meet their objectives. To support the Board of Directors and Management Team in delivering change that benefits the business as a whole. To adhere to Xerox Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever More ❯

Exchange, and Intune platforms Contribute to proactive monitoring and automated remediation across infrastructure, systems, and networks Support service transition processes, ensuring documentation and knowledge transfers are complete Champion service management processes including Change, Major Incident, and Problem Management Participate in post-incident reviews and drive continual service improvements Be part of the weekend on-call rota (SaturdaySunday … and best practices Serve as a technical lead on internal and customer-facing projects Essential Technical Skills: Strong expertise in Azure administration Proficiency in Microsoft Entra ID and user management Robust knowledge of Microsoft 365 and Exchange Moderate experience with Microsoft Intune Solid understanding of networking principles and troubleshooting Strong support experience with Windows 11 OS and server infrastructure … Desirable Technical Skills: PowerShell scripting Familiarity with SQL Server Management Studio (SSMS) and SQL Server Reporting Services (SSRS) Understanding of ITIL practices Experience with Hyper-V and CoLo environments Professional Attributes: Experience in a 3rd line technical infrastructure support or project role Excellent problem-solving skills with a structured, analytical mindset High attention to detail and accuracy Passionate More ❯

their business brilliant. Job Description Purpose of the role The Senior Service Desk Analyst role plays an integral role between the performance and productivity of Analysts, whilst supporting the management and leadership of the team as a whole. Demonstrating experience of how the team operate, in order to leverage opportunities to enhance knowledge and skills whilst striving to maintain … complaint, Senior Service Analysts utilise their more Intricate knowledge and experience of products, service, and the function members to drive service improvements as well as taking on the effective management of more complex IT tickets. This role acts as a progression for those seeking more technical capabilities or opportunities to pursue a management career path As ambassadors of … Supporting the coordination and allocation of workload across the team, where possible applying knowledge and experience to align activity where skillsets are strongest in order to deliver successful Incident management and request fulfilment. Using enhancement technical skills and experience to manage more complex tickets and tasks, as well as considering ways to Impart knowledge and skills within training, mentoring More ❯

infrastructure. Your Role As an IT Pod Lead, the main purpose of your role is role is ultimately the provision of IT Support to TLT, this includes: Provide line management for a small number of Tech Experts to ensure that all IT related issues are dealt with efficiently and expediently. Act as mentor and coach, ensuring that the skill … available to take inbound and outbound phone calls from/to our employees and partners, clients and other external parties, meeting KPI targets and delivering excellent customer service. Incident Management - manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle. Investigate … guidance in relation to all TLT IT systems such as user permissions and account creations; configure and install hardware, including PC’s, Laptops, Thin Clients, Tablets and Mobile Phones Problem Management - escalating major incidents quickly and efficiently to the IT Technical Support Team Leader or to the third line support and manage communications between 1st and 2nd line More ❯

metrics around operational support matters - Provide input into strategic decision making through research and experience - Provide input for new process and policy design activities - Ensure thorough documentation and knowledge management practices are adhered to as a matter of course - Always act in a secure manner, ensuring that solutions are provided with IT security at their core - diligently assisting in … PoC support for new service enablement activities - Ensure proper change control policies are adhered to as may be defined, including necessary testing wherever practical - Facilitate the deployment and release management of IT infrastructure as required Operational Management The role will: - Provide 3rd line support for Infrastructure services as needed - Assist colleagues in problem management activities as … maintain services (i.e., patching, configuration changes etc.) - Liaise with internal and external service providers, users and customers when required - Adhere to company and departmental processes and policies for the management of IT services - Provide situation appropriate leadership in all internal and external engagements Essential Experience - Minimum of five years working in an Infrastructure Services role, preferably in structured, managed More ❯

and experience include: Knowledge of the standard IT governance processes such as data governance (DPIA’s), integrations board, design review and change advisory boards. Experience of service design, service management and release processes. Project management experience. Main Duties Service Level Management: Work towards the existing SLA’s whilst looking at ways to improve service levels to the … and will contribute to changes in departmental policy. Application Support: Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Incident Management: Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents … gives technical briefings to staff members. Testing: Designs and executes test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes. Change Management: Assesses, analyses, develops, documents and implements changes and enhancements based on approved requests for change. Release and Deployment: Assesses and analyses release components. Provides input to scheduling. Carries out More ❯

resolved within SLA - (10%) Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support Services, Global Support Network (GSN), Problem Management and third-party vendors. – (5%) Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences – (10%) Recommend service and product improvements to transform … qualification by experience accepted) • Minimum of 2 Years in Customer Service Application Support • Proven track record in providing high-quality support for customer-facing applications. • Proficiency in IT Service Management (ITIL) Demonstrated experience with ITIL best practices and frameworks for efficient service management. Proven ability to manage and implement change within an organization effectively. Experience in Change Management. • Expertise More ❯

and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve. You will be responsible for logging tickets in our ITSM platform, problem management and ensuring our assets are all correctly tracked using our asset management process. In addition to this, you will have the opportunity to be involved in … meet defined service level targets. Complete relevant and skilled investigations, before escalating to our 2nd line team. Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers. Take ownership of the Asset Management process for all devices across the firm. Create … Group and TAG Law which aligns over 16,000 professionals globally. Making a Difference People and businesses are facing unprecedented change. Across all sectors, business owners, Boards and Executive Management Teams must continually re-evaluate their position and make tough decisions that will affect their future goals and those of their organisations. We work with a range of clients More ❯

API integrations to identify and resolve system issues. User Acceptance Testing (UAT) – Support customers during UAT cycles, conduct internal testing, and collaborate with development teams to prioritise fixes. Incident & Problem Management – Manage major incidents, coordinate resolution efforts, and implement proactive fixes to prevent recurrence. System Monitoring & Support – Perform health checks, monitor alerts, and address issues proactively to minimise … troubleshooting guides, track key performance metrics, and drive service improvements. Skills & Experience: Must have proficiency in SQL for Querying. Experience with UAT support for customers. Experience in patching, change management, and deployment support. Strong knowledge of Windows Server, VMware, Hyper-V , and Networking (Active Directory, DNS, DHCP, Firewalls). Familiarity with Cloud & SaaS Technologies (Microsoft Azure, Office 365, Azure More ❯

improvement of business-critical applications. The ideal candidate will have background in financial services with practical application of ITIL disciplines, technical expertise and required leadership skills to oversee incident management, problem management, live service provision with strong stakeholder management and proven team development experience. As a key service within our business, our Application Support team provides … solutions supported by a number of bespoke developed SQL solutions. Experience of working with external solution providers to drive the right business outcomes would be required. Key responsibilities Team Management: Lead, support, manage and develop a newly formed application support team to ensure efficient and effective support for all applications. This will involve the development of support best practice … underpinning processes and development of the team to embed a new function within the organisation. Incident Management: Oversee the incident management process of applications, ensuring timely resolution of issues and minimizing downtime. Service Level Agreements (SLAs): Development of an Application Service Catalogue with associated SLAs and development of a high performing team to ensure adherence to agreed SLAs More ❯

standards. Key Responsibilities Deploy, configure, and support end-user hardware: PCs, laptops, mobile devices, printers, and peripherals. Install and support operating systems and productivity software. Adhere to IT Service Management (ITSM) processes including asset, change, incident, request, problem, and project management to meet service levels. Provide on-site IT support and assist in resolving broader technical issues. … Contribute to root cause analysis and long-term problem management. Act as a key point of contact between IT and users, promoting standards, improving user satisfaction, and sharing best practices. Ensure compliance with company policies on ethics, data protection, information security, and HR, protecting both physical and information assets. Skills & Experience Required Education: Associate degree or high school diploma … IT infrastructure: networks, servers, storage, phone systems Familiarity with manufacturing IT equipment (barcode scanners, RF scanners, industrial PCs, specialist printers) Understanding of cybersecurity principles Soft Skills: Strong troubleshooting and problem-solving ability Ability to adapt to complex, fast-moving IT environments Knowledge of ITSM processes: Asset, Incident, Request, Problem, and Change Management Interested? Apply today to be More ❯

end-to-end service delivery process to meet and exceed customer expectations. As a Service Delivery Specialist, your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role would be to form a relationship of trust with customers, anticipate needs, and … face of any situation that may arise. Key Duties: Service Monitoring and Support: Assist in monitoring service performance, tracking key metrics, and ensuring services meet customer expectations. Incident and Problem Management: Work with the Service Delivery team to help identify, log, and resolve incidents in a timely manner, coordinating with relevant teams for escalation if necessary. Client Interaction … clients and address concerns with support. Documentation and Reporting: Assist with service performance reports, maintain service records, and assist in updating documentation related to service delivery processes. Support Change Management: Assist with implementing changes to services and processes, ensuring minimal disruption to clients and effective communication. Request Fulfilment: Handle, validate, and fulfil IT service requests and managing the lifecycle. More ❯

Friday Working hours - 40 hours Role Overview This is a brand-new role within the Group Technology Service function. The role is to assist the Head of Service Lifecycle Management by taking ownership of all our Technology Services related to warehouse and logistics provided by internal and external providers. This role is pivotal in ensuring the delivery of service … to-end technology services supporting JD's warehousing, logistics, and supply chain operations, including JD-owned and 3PL-managed services. This role ensures that all technology issues-from Warehouse Management Systems (WMS) to Transport Management Systems (TMS) and 3PL integrations-are resolved effectively and align with business objectives. The SLM will act as the primary escalation point for … partners, vendors). This position is critical in maintaining high service availability and ensuring that JD and its logistics partners meet agreed service levels. Key Responsibilities Service Ownership & Incident Management • Take full ownership of all tech-related issues across JD-owned and 3PL-managed logistics, warehouse, and supply chain operations. • Lead incident resolution for critical failures in WMS, TMS More ❯