IT Problem Manager, SURREY COUNTY COUNCIL

Guardian Jobs; Reigate; Hybrid; GBP 55,000 - 61,000; Full time

Benefits offered by this job

26 days' holiday per year

Pension (local government scheme)

Additional annual leave purchase up to

Carer's leave (up to 5 days)

Volunteering days (2 per year)

Life/Wellbeing discounts

Employee Assistance Programme (EAP)

Learning and development hub

Job summary

Surrey County Council is seeking an experienced IT Problem Manager to shape and mature its Problem Management capability within Halo ITSM. You will own the PM function, drive root cause analysis, and coordinate across technical and supplier teams to improve service resilience and performance for residents and colleagues.

Based at Woodhatch Place, Reigate, the role offers hybrid working with a minimum of two office days per week and a broad benefits package focused on wellbeing and development.

Qualifications

• Significant experience managing and developing Problem Management processes within a complex IT environment.
• ITIL Foundation certification (or equivalent knowledge) with a strong understanding of Incident, Problem and Change Management practices.
• Proven experience leading Root Cause Analysis (RCA) investigations and driving permanent service improvements.
• Experience working collaboratively with technical teams, suppliers and stakeholders to resolve complex service issues.
• Strong analytical skills, with the ability to interpret service data, identify trends and implement preventative actions.
• Excellent communication and stakeholder management skills, with a customer-focused approach and commitment to continual service improvement.

Responsibilities

• Take ownership of Surrey County Council's Problem Management function, driving identification, investigation and resolution of recurring and high-impact IT issues.
• Lead root cause analysis activities and manage known errors to implement permanent solutions.
• Chair problem review meetings and coordinate cross-functional teams across IT and Digital Services.
• Use service data and trends to proactively identify risks, reduce repeat incidents and support continual service improvement initiatives.
• Develop and embed mature Problem Management practice within the Halo ITSM platform over 12-18 months.
• Collaborate with suppliers and service delivery teams to drive measurable improvements in resilience and performance.

Skills

ITIL Foundation

Root Cause Analysis

Stakeholder Management

Service Improvement

Analytical Skills

Communication

Cross-functional Collaboration

Tools

Halo ITSM

Job description

This role has a starting salary of £55,486 per annum, for working 36 hours per week, rising through annual increments to £60,898 per annum.

We are looking for an experienced and passionate IT Problem Manager to join Surrey County Council's IT & Digital Service and help shape the future of Problem Management across our organisation.

This role is based at Woodhatch Place in Reigate. We offer a hybrid working model with a minimum of two office days per week.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.

About The Role

This is an exciting opportunity for someone who enjoys solving complex service challenges, driving continual improvement and influencing technical teams to deliver outstanding customer outcomes. You will play a key role in reducing recurring incidents, identifying root causes and developing Problem Management capability across a large and diverse technology estate supporting essential public services.

As Surrey County Council continues its digital transformation journey, we are investing in modern service management practices and technology. The successful candidate will be instrumental in establishing and maturing our Problem Management function within our new Halo ITSM platform whilst working with technical specialists, service delivery teams and suppliers to drive measurable service improvements.

As IT Problem Manager, you will take ownership of Surrey County Council's Problem Management function, driving the identification, investigation and resolution of recurring and high-impact IT issues. Working across technical, service delivery, security and supplier teams, you will lead root cause analysis activities, manage known errors and help implement permanent solutions that improve service reliability and performance.

This is a highly collaborative role, requiring you to build strong relationships across IT and Digital Services and influence stakeholders at all levels. You will chair problem review meetings, coordinate cross-functional teams and use service data and trends to proactively identify risks, reduce repeat incidents and support continual service improvement initiatives.

Over the next 12-18 months, you will play a key role in developing and embedding a mature Problem Management practice within Surrey's Halo ITSM platform. Your work will directly contribute to improving the resilience, stability and quality of technology services that support colleagues and residents across the county, making a tangible impact on customer experience and organisational performance.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Significant experience managing and developing Problem Management processes within a complex IT environment.
• ITIL Foundation certification (or equivalent knowledge) with a strong understanding of Incident, Problem and Change Management practices.
• Proven experience leading Root Cause Analysis (RCA) investigations and driving permanent service improvements.
• Experience working collaboratively with technical teams, suppliers and stakeholders to resolve complex service issues.
• Strong analytical skills, with the ability to interpret service data, identify trends and implement preventative actions.
• Excellent communication and stakeholder management skills, with a customer-focused approach and commitment to continual service improvement.

To apply, we request that you submit a CV and you will be asked the following questions:

• Describe a significant Problem Management initiative you have led. What was the issue, what approach did you take, and what measurable outcomes were achieved?
• Provide an example of a complex recurring service issue that required root cause analysis involving multiple technical teams or suppliers. How did you coordinate stakeholders and what was the outcome?
• How would you establish and mature a Problem Management practice within a new ITSM platform and organisation where the process is not yet fully embedded?
• Problem Management is often dependent on influencing people without direct authority. Tell us about a time you successfully achieved service improvements through stakeholder engagement and relationship building.

Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey.

The job advert closes at 23:59 on Sunday 13th September 2026 with interviews planned to follow.

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information on our website.

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum shortlisting criteria as displayed on the advert, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.