IT Problem Manager

TN United Kingdom; City of Edinburgh; Hybrid; GBP 55,000 - 70,000; Full time

Job description

We have an incredible opportunity to join us here at Phoenix Group as an IT Problem Manager in our Service Operations Team within Technical Service Operations.

Job Type: Permanent

Location: This role could be based in either our Wythall, Telford, London, or Edinburgh offices with time spent working in the office and at home.

Flexible working: All of our roles are open to part-time, job-share, and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

Closing Date: 02/05/25

Salary and benefits: £55,100 – £70,000, 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days, and much more.

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life, and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050.

The role:

The IT Problem Manager is responsible for managing the end-to-end lifecycle of IT problems, ensuring the identification, analysis, and resolution of recurring incidents. This role focuses on identifying root causes of issues and implementing corrective actions to minimize the impact of problems on the business. The IT Problem Manager works closely with other IT teams, such as Incident Management, Change Management, and Service Desk, to ensure continuous improvement and proactive problem management.

• Lead and manage the problem management process, ensuring all problems are logged, investigated, and resolved efficiently.
• Lead investigations into the root causes of problems by analysing incidents, system logs, and collaborating with technical teams.
• Work proactively to identify potential issues before they become incidents. Collaborate with other teams to develop strategies that minimize service disruptions by identifying and addressing underlying problems.
• Manage and prioritize problem resolution activities, ensuring that agreed-upon resolutions or workarounds are implemented in a timely manner.
• Work closely with Change Management to ensure that problems and their solutions are properly documented and integrated into the change control processes.
• Continuously review and improve the problem management process.
• Create and maintain dashboards, metrics, and reports to measure the effectiveness of problem management activities. Ensure adherence to SLAs for problem resolution.
• Act as the primary point of contact for all problem management-related queries and updates.

What are we looking for?

• Ability to perform root cause analysis and identify long-term solutions to recurring incidents or issues.
• Proven knowledge of the ITIL framework, particularly the Problem Management process.
• Familiarity with continuous improvement methodologies (e.g., Six Sigma, Lean).
• Demonstrable experience of working with root cause analysis tools and techniques.
• Experience in IT Service Management, with a strong focus on Problem Management in a complex IT environment.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.