PROBLEM MANAGER

Problem Manager London – Permanent | £64,000 – £71,000

VIQU are partnering with a leading Energy Company to recruit a Problem Manager to oversee the end-to-end management of service-related issues across a complex multi-supplier environment. You’ll take ownership of problem identification, RCA, and prevention, while driving continuous improvement and maturing service performance. The role requires strong alignment to ITIL v4 Service Value Streams and the four Service Value Pillars, ensuring Problem Management activity delivers measurable operational and business value.

Key Responsibilities:• Manage the full problem lifecycle, from identification through to prevention and closure.• Conduct RCA, trend analysis, and maintain the Known Error Database (KEDB).• Collaborate with internal teams, suppliers, and regulators to manage risks and solutions.• Align all work to ITIL v4 Service Value Streams to support end-to-end value delivery.• Improve maturity across the Service Value Pillars: Organisation & People, Information & Technology, Partners & Suppliers, Value Streams & Processes.• Deliver process improvements, reporting, dashboards, and proactive alerting.• Develop a Problem Management community to embed best practice.

Key Skills & Experience:• Strong background in Problem Management or ITIL-aligned Service Management.• Practical ITIL v4 experience, including Value Streams and Service Value Pillars.• Strong analytical and data-driven mindset.• Energy or utilities sector experience desirable.• Excellent communication and stakeholder engagement skills.• Experience with RCA methodologies and trend analysis.• Proactive, resilient, and comfortable in a fast-paced environment.

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