Problem Manager

Essential Roles & Responsibilities * Lead and govern the end-to-end problem management lifecycle, ensuring root causes are identified and effective corrective actions are implemented * Own Problem Management activities arising from major incidents, including root cause analysis, lessons learned and preventative action tracking * Analyse incident trends, service data and operational risks to identify recurring issues and improvement opportunities * Facilitate Problem Review meetings, ensuring risks, actions and decisions are effectively governed and documented * Assess and prioritise problems based on customer impact, business risk, service commitments and regulatory requirements * Track corrective and preventative actions to completion, escalating risks, delays and barriers where necessary * Maintain oversight of open and aged problems, ensuring appropriate visibility and governance Governance & Reporting * Produce and present problem management reports, dashboards and trend analysis for internal and customer stakeholders * Monitor key performance indicators, including recurrence rates, aged problems and corrective action effectiveness * Maintain accurate records of problem risks, actions and outcomes to support governance, audit and regulatory requirements * Provide assurance that corrective and preventative actions have been implemented and delivered the intended outcome * Support governance forums, service reviews and continual improvement initiatives Behavioural Competencies – Organisational and Behavioural Fit Essential * Proven experience in Problem Management within technical environments * Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies * Experience facilitating problem reviews and driving corrective action programmes * Understanding of operational risk, service resilience and regulatory compliance requirements * Experience analysing service performance data to identify trends and improvement opportunities * Strong communication skills with the ability to engage technical and non-technical stakeholders * Experience presenting findings and recommendations to senior stakeholders and customers Desirable * Experience within Managed Services environments * Experience supporting Financial Services clients * Experience with ITSM platforms such as ServiceNow * Knowledge of Operational Resilience frameworks and regulatory expectations Critical Competencies – Technical Fit * Proven experience in Problem Management within technical environments * Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies * Experience facilitating problem reviews and driving corrective action programmes * Understanding of operational risk, service resilience and regulatory compliance requirements