Problem Manager

IT Service Management Analyst/Problem Manager - ITSM, ITIL, Problem Management, Incident Management, Change Management, Root Cause Analysis, Enterprise Environments, Analysis, Reporting; Permanent, London (3/2 Hybrid), £55k - £62k +Bonus +Bens

Global Law firm seeks Problem Manager/IT Service Management Analyst to join the Technology team particular focus on Root Cause Analysis (RCA).

Working within a small but dedicated ITIL focussed Service Management function which aims to ensure the reliability, performance, and continual improvement of critical business systems (Applications and Infrastructure). You'll work with technical teams and service owners to uncover root causes behind major incidents and implement long-term solutions that prevent recurrence.

As the Problem Manager Analyst/IT Service Management Analyst, you'll focus on Problem Management, leading structured investigations, facilitating Root Cause Analysis sessions, and embedding preventative measures that strengthen the service landscape.

You'll also play a key role in supporting Incident and major incident management, ensuring a seamless link between reactive issue resolution and proactive service improvement.

As such key responsibilities will include:

• Ownership and lead the Problem Management process from identification through to closure, aligned with ITIL v4 principles.
• Proactively identify problem trends from incident data, monitoring tools, and stakeholder feedback.
• Facilitate Root Cause Analysis (RCA) sessions using structured methodologies such as 5 Whys, Fishbone, or Kepner-Tregoe.
• Maintain the Known Error Database (KEDB), ensuring accurate documentation of workarounds and permanent fixes.
• Collaborate with technical and operational teams to define and implement corrective and preventative actions.
• Track and report on problem resolution progress, ensuring accountability and measurable improvement.
• Drive Continual Service Improvement (CSI) initiatives based on problem insights and service performance data.
• Support Incident and Major Incident Management, ensuring effective communication and rapid restoration of service.
• Provide cover for Change Management during absences or peak periods, reviewing changes for risk and readiness.

We are searching for an ITIL focussed Service Management Analyst who has gained significant experience in Problem Management, root-cause analysis. You may have been working in a full ITSM Service Management Analyst role (Incident, Problem, Change) or as a dedicated Problem Manager within an ITSM team. You may have been working in a Law Firm, Professional Services Company, Banking, Financial Services, Accountancy or Consultancy but within a dedicated inhouse ITSM function.

Your skills and experience will include:

• Proven experience in IT Service Management (ITSM), ideally within a complex or enterprise-scale environment.
• Strong knowledge of ITIL v4, particularly Problem, Incident, and Incident Management.
• Hands-on experience leading Root Cause Analysts and service improvement activities.
• Confidence in facilitating cross-functional investigations and presenting findings to stakeholders.
• Excellent written and verbal communication skills.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, or TOPdesk.
• ITIL v4 Foundation certification (required); additional ITIL modules are desirable.
• Excellent communication, organisation and presentation skills backed by significant technical expertise within infrastructure/application service management environments

Excellent opportunity to join a dedicated team and play a crucial role within the ITSM function. High-profile organisation with excellent reputation and benefits package.