Problem Management Lead

Thames Water Utilities Limited; Reading; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

Thames Water is seeking a Problem Management Lead to enhance the Problem Management process across all business areas. This role involves identifying root causes of major incidents, ensuring timely corrective actions, and driving continuous service improvement to reduce service disruptions. As a leader in this area, you will engage with various stakeholders while adhering to ITIL standards. Offering a competitive salary up to £60,000, this position is pivotal in maintaining the operational stability of Thames Water's services.

Benefits

Annual Leave - 26 days holiday

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Experience in Problem Management adhering to ITIL frameworks.
• Experience managing problems in a multi-supplier environment.
• Demonstrated ability to deliver service improvements.

Responsibilities

• Support the execution of the Problem Management process and ensure compliance.
• Coordinate problem records and ensure resolution.
• Track KPIs and report on problem trends.

Skills

Problem Management

Service Improvement

ITIL

Stakeholder Communication

Analytical Skills

Education

ITIL v3 or ITIL 4 Foundation Certification

Intermediate ITIL certificates

Job description

We are looking for a service-oriented, analytical individual who thrives in a collaborative, team-focused culture. You will work closely with service managers, technical teams, business stakeholders, suppliers, and your team to ensure the delivery of effective, consistent, and high-quality Problem Management services across Thames Water.

We are seeking a Problem Management Lead to support and enhance the end-to-end Problem Management process across all Thames Water business areas. You will be responsible for identifying root causes of major incidents, ensuring timely corrective actions, and driving continuous service improvement to reduce service disruptions and improve operational stability.

What you’ll do as a Problem Management Lead

• Support the maintenance and execution of the Problem Management process, policies, and procedures.
• Coordinate and track problem records to root cause identification and permanent resolution.
• Ensure compliance with Problem Management standards across all service delivery teams and third-party suppliers.

Governance & Compliance:

• Ensure Problem Management activities are aligned with ITIL standards and regulatory obligations.
• Support audits, reviews, and process improvements to maintain a fit for purpose and compliant Problem Management function.

Service Delivery & Operations:

• Work with technical teams and suppliers to investigate problems and develop long-term solutions.
• Ensure full integration of Problem Management with Incident, Change, Capacity, Availability and Continuity Management.
• Track and report all problem-related KPIs, trends, and known errors.
• Work within a multi-supplier environment to ensure timely supplier engagement and progress on root cause analysis and remediation.
• Support efforts to deliver cost-effective operational solutions and reduce service disruption costs.
• Collaborate with the Risk Lead to identify and manage risks arising from problem trends or recurring incidents.
• Ensure prioritisation of problems aligns with business impact and change readiness.
• Drive proactive problem management initiatives and service improvement plans.
• Build stakeholder awareness and engagement around key problem areas and corrective strategies.
• Lead problem review meetings and ensure business-focused resolutions are prioritised.
• Serve as a liaison between technical teams, business stakeholders and suppliers to ensure shared understanding and problem resolution.
• Produce daily, weekly, and monthly performance reports and dashboards.
• Recommend and support automation, categorisation and reporting tool enhancements to strengthen the Problem Management process.

Base location – Hybrid – Clearwater Court, Reading.
Working pattern – 36 hours, Monday to Friday.

What you should bring to the role:

• Experience in Problem Management, adhering to ITIL/ITSM frameworks.
• Experience managing problems in an outsourced, offshore, multi-supplier environment.
• Demonstrated ability to deliver service improvements and meet performance targets.
• Experience influencing senior stakeholders and managing cross-functional relationships.

Essential Technical Skills & Qualifications:

• ITIL v3 or ITIL 4 Foundation certified, with an intermediate certificate (e.g., Service Operation or ITIL 4 Specialist) or equivalent experience.
• Familiarity with root cause analysis techniques and known error databases (KEDB).
• Broad knowledge of IT operations, infrastructure, networks and application support.
• Strong understanding of process design, service management and governance.
• Proficiency in problem solving, stakeholder communication and reporting.
• Experience designing and measuring process outcomes to improve user experience.
• Understanding of project management principles and the ITSM lifecycle.
• Experience with SLA and KPI reporting in large enterprise environments.

Desirable Technical Skills & Qualifications:

• Chartered IT Professional (CITP) status or ITIL Managing Professional certification.
• Familiarity with budgeting, business proposal development, and project planning.
• Strong time management, prioritisation, and organisational skills.
• Excellent communication and analytical reporting capabilities.
• Ability to manage multiple tasks independently and flexibly in a fast-paced environment.

What’s in it for you?

• Competitive salary up to £60,000 per annum, depending on experience
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process . Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support .

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.