IT Problem Management Specialist

IT Problem Management Specialist - London (3 days) - Permanent

A fantastic opportunity has arisen for an IT Problem Management Specialist to join our London based law firm on a permanent basis.

Key Responsibilities

Own and manage the full problem management process, aligned with ITIL v4
Identify and investigate root causes through structured RCA sessions
Maintain the Known Error Database and implement preventative measures
Drive continual service improvement based on insights and trends
Act as primary coordinator for major incidents and lead incident response
Facilitate incident bridges, ensuring timely resolution and effective communication
Conduct Post-Incident Reviews and ensure follow-up actions are tracked
Monitor incident trends and produce regular reporting for stakeholders
Support change management processes including risk/impact assessments
Participate in CAB/TCAB meetings and ensure adherence to governance standards
Help ensure changes are implemented with minimal disruption to services

Key Experience & Skills Required

Proven experience in IT Service Management, ideally within legal or large enterprise
Strong knowledge of ITIL v4 (Foundation certificate essential)
Familiarity with Problem, Incident & Change Management best practices
Hands-on experience using ITSM tools (eg ServiceNow, BMC Remedy, Cherwell)
Excellent analytical, communication, and stakeholder engagement skills
Calm under pressure, highly organised, and confident leading in fast-paced environments
Strong reporting/documentation skills and a continuous improvement mindset

IT Problem Management Specialist - London (3 days) - Permanent

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business