Incident Problem Manager
Senior ITIL Problem Management Lead
About the role you're considering
Here we have a great opportunity to join our team as a Lead Problem Manager! We are seeking a seasoned and strategic Senior ITIL Problem Management Lead to own and drive the Problem Management process across our enterprise IT landscape. This role is pivotal in ensuring the stability and resilience of our services by proactively identifying, analysing, and resolving recurring issues. You will be accountable for process governance, performance metrics, and ensuring supplier adherence to agreed problem management standards and contractual obligations.
Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
About the role you're considering
Here we have a great opportunity to join our team as a Lead Problem Manager! We are seeking a seasoned and strategic Senior ITIL Problem Management Lead to own and drive the Problem Management process across our enterprise IT landscape. This role is pivotal in ensuring the stability and resilience of our services by proactively identifying, analysing, and resolving recurring issues. You will be accountable for process governance, performance metrics, and ensuring supplier adherence to agreed problem management standards and contractual obligations.
Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)
Your role
Process and Performance
- Own and improve the ITIL-aligned Problem Management process, ensuring alignment with related ITIL processes.
- Define governance, maintain documentation, and track KPIs to measure and report process effectiveness.
Problem Analysis/Resolution & Improvement
- Lead major investigations, identify systemic issues, and drive permanent fixes and preventive measures.
- Promote proactive problem management through reviews, maturity assessments, and team training.
Supplier & Stakeholder Management
- Ensure supplier and internal team compliance with SLAs, RCA quality, and contractual obligations.
- Collaborate and escalate as needed to resolve non-compliance and drive continuous improvement.
Your skills and expereince
- Experience in ITIL Problem Management leadership or similar roles.
- ITIL v4 certification (Managing Professional or Strategic Leader preferred, but not essential).
- Strong analytical skills and ability to make data-informed decisions.
- Experience managing supplier performance in a multi-vendor environment.
- Excellent communication and stakeholder engagement skills.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
- Experience in regulated or complex enterprise environments is beneficial.
Your security clearance
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.