Problem Management Lead

MARKS&SPENCER; Salford; On-site; GBP 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a Problem Management Lead to guide the Problem Management team in overseeing problem handling and root cause analysis. This hands-on leadership role emphasizes effective communication and collaboration across technical teams, ensuring that problems are identified and resolved efficiently. With a focus on continuous improvement and operational stability, the successful candidate will contribute to the development of the Problem Management roadmap while fostering a culture of learning and stakeholder engagement. Join a dynamic and inclusive organization committed to delivering exceptional service and quality to customers.

Benefits

20% colleague discount

Competitive holiday entitlement

Discretionary bonuses

Defined Contribution Pension Scheme

Tailored induction and training programs

Family support policies

Wellbeing support

Charity volunteer days

Qualifications

• Proven leadership in Problem Management with deep ITIL knowledge.
• Strong understanding of IT infrastructure and network operations.

Responsibilities

• Manage a team of Problem Performance Managers and Coordinators.
• Promote consistent Problem Management practices across D&T Tribes.

Skills

Problem Management

ITIL

Continuous Improvement

Root Cause Analysis

Leadership

Communication

Education

ITIL Certification

CIM Certification

Tools

ServiceNow

BMC Helix

PagerDuty

Dynatrace

Job description

Summary

The Problem Management Lead plays a key role in D&T Service Management, responsible for guiding the Problem Management team in overseeing all aspects of problem handling, root cause analysis, and known error management. Reporting to the Incident & Problem Practice Owner, this role ensures that problems across D&T are identified, managed, and resolved effectively, both reactively and proactively. The focus is on preventing repeat incidents, improving response times, and applying structured problem-solving with the right people and in the right situations.

This is a hands-on leadership role that involves modeling and promoting effective communication, coaching best practices, and supporting collaboration across technical teams, suppliers, and D&T leaders, especially in high-pressure situations. The Problem Management Lead will also work closely with service owners, suppliers, and Service Assurance Managers within DevOps Tribes to ensure the right tools, processes, and resources are in place for seamless problem record management.

What's in it for you

Being part of M&S means contributing to bringing the magic of M&S to customers every day. We are an inclusive, dynamic, and evolving business committed to doing the right thing and delivering exceptional quality, value, and service to every customer, wherever and however they shop with us.

Benefits include:

• 20% colleague discount after probation for all M&S products and many third-party brands for you and a household member.
• Competitive holiday entitlement with options to buy extra days.
• Discretionary bonuses based on personal objectives and business performance.
• Defined Contribution Pension Scheme and Life Assurance.
• Tailored induction and training programs to develop your skills.
• Perks and discounts via M&S Choices portal for financial and personal wellbeing.
• Family support policies including parental, adoption, and neonatal policies.
• Wellbeing support, including 24/7 Virtual GP and PAM Assist.
• Charity volunteer days to support causes you care about.

What you'll do

• Manage a team of Problem Performance Managers and Coordinators, providing leadership, coaching, and training to foster confidence, capability, and stakeholder engagement. Support effective root cause analysis and promote continuous learning.
• Promote consistent Problem Management practices across D&T Tribes. Identify opportunities to enhance operational stability, reduce technical debt, and improve processes through data insights, automation, and collaboration with DevOps and Service Assurance teams.
• Monitor key metrics and telemetry to evaluate performance and identify improvement areas. Lead efforts to measure Problem Management maturity and align with best practices, raising standards across services and products.
• Work closely with Service Management, DevOps, and Service Assurance teams to address problems reactively and proactively. Support initiatives to reduce recurring issues and align teams around shared goals.
• Contribute to developing and executing the Problem Management and technology roadmap. Provide stakeholders with regular updates on performance, insights, and progress, and promote best practices across the organization.

Who you are

• Proven leadership in Problem Management (PBM Level 5), with deep ITIL knowledge and expertise in driving continuous improvement (CIM Level 5), ensuring SLA adherence (SLM Level 5), and conducting root cause analysis (BUAN Level 5).
• Strong understanding of IT infrastructure, application support, and network operations, including causes of high-severity incidents.
• Experience with ITSM platforms like ServiceNow and BMC Helix, and monitoring tools such as PagerDuty, Netcool, and Dynatrace.
• Familiarity with Major Incident Workbenches, collaboration tools, and AIOps. Practical experience in high-velocity DevOps environments, understanding CI/CD pipelines, technical debt, and proactive problem detection. Skilled in automation opportunities (AUTM Level 4/5).
• Strong leadership (LEAD Level 4/5) and strategic planning skills (STPL Level 5), with a focus on coaching teams, aligning Problem Management with business goals, and roadmap development.
• Excellent communication skills (CCTY Level 5) with the ability to influence and collaborate across teams (RLMT Level 5). Experience in risk mitigation (RSKM Level 5), promoting best practices, and providing transparent performance updates.

Everyone's welcome

We are ambitious about the future of retail, disrupting and leading the industry into a more digital and sustainable era. We aim to be an inclusive organization where everyone can bring their whole selves to work and excel. If you need support or adjustments during the recruitment process, please let us know so we can accommodate your needs.