- Company Name
- Foreign, Commonwealth and Development Office
- Job Title
- Senior Problem Manager
- Job Description
-
Job Title: Senior Problem Manager
Role Summary:
Lead the Problem Management function to reduce incident frequency and impact across the IT estate by driving root cause analysis, resolving known errors, and implementing preventive measures. Coordinate cross‑functional teams, manage a backlog of priority problems, and ensure continuous service improvement.
Expactations:
- Deliver high‑quality Problem Management processes that align with business priorities.
- Lead a small team of Problem Management specialists, supporting recruitment, performance, and professional development.
- Foster a collaborative culture, champion diversity, inclusion, and change management.
- Maintain clear, timely communication with stakeholders and senior leaders.
Key Responsibilities:
- Serve as escalation point for Product Teams on root cause analysis and resolution of recurring or high‑impact incidents.
- Collate, triage, and prioritize the backlog of known errors in partnership with Product Owners.
- Oversee Problem Management processes and procedures, disseminating best practice and ensuring adherence.
- Coordinate investigative efforts, implement solutions, and establish preventive actions.
- Manage reporting, metrics, and information to inform continual service improvement initiatives.
- Provide regular updates on priority problems to stakeholders in weekly forums or as required.
- Collaborate with Incident Management; lead Post Incident Reviews, assign actions, and track completion.
- Drive continuous improvement of service quality, user experience, process simplification, and operational efficiency.
- Lead line management: supervise team utilisation, set priorities, and conduct recruitment.
- Promote a supportive environment, constructive feedback, learning opportunities, and flexible working arrangements.
Required Skills:
- Proven expertise in Problem Management and root cause analysis.
- Strong understanding of ITIL or equivalent IT Service Management frameworks.
- Excellent stakeholder management and communication skills.
- Ability to lead and develop a small technical team.
- Demonstrated experience in process improvement and change management.
- Analytical mindset with a focus on metrics, reporting, and actionable insights.
- Capable of maintaining high standards of documentation and governance.
Required Education & Certifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- ITIL Foundation certification required; ITIL Expert or equivalent senior ITSM certification preferred.
- Minimum 5 years of experience in Problem or Incident Management, with at least 2 years in a leadership role.