Problem Management Lead - Reliability & Prevention

Compass Group PLC; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

Compass Group UK & Ireland is seeking a senior Problem Management Leader to own governance, investigations and corrective actions for recurring and major incidents. You will work across Incident Management, SRE, Engineering, Infrastructure, Change, Product and Service Ownership to drive proactive problem management and measurable improvements.

You will oversee root cause analysis, maintain known error records and produce executive-level reporting, with a strong focus on prevention,

Qualifications

• ITIL 4 problem management experience in a complex technology or service environment.
• Structured root cause analysis and causal factor analysis expertise.
• Experience investigating recurring incidents and major incident outcomes.
• Strong analytical mindset with ability to interpret incident and performance data.
• Excellent stakeholder management across Engineering, Infrastructure, Product and Service Operations.

Responsibilities

• Own the problem management process, governance, backlog, prioritisation and reporting rhythm.
• Lead structured investigations, root cause analysis and corrective action planning for recurring and major incidents.
• Ensure problem records capture root causes, contributing factors, impact, actions, owners and closure evidence.
• Use incident, monitoring and performance data to identify trends and prevention opportunities.
• Chair problem review forums and drive accountability for corrective action across resolver teams.
• Maintain known error records, workarounds and links to knowledge management.
• Partner with SRE and Engineering to convert reliability issues into prioritised improvements.
• Produce executive-ready management information covering themes, risks, actions and outcomes.
• Drive continuous improvement across problem management processes and ways of working.

Skills

ITIL 4

Problem management

Root cause analysis

Stakeholder management

Data-driven decisions

Tools

CMDB

Monitoring tools

Reporting tools

Job description

Compass Group UK & Ireland is seeking a senior Problem Management Leader to own governance, investigations and corrective actions for recurring and major incidents. You will work across Incident Management, SRE, Engineering, Infrastructure, Change, Product and Service Ownership to drive proactive problem management and measurable improvements.

You will oversee root cause analysis, maintain known error records and produce executive-level reporting, with a strong focus on prevention,