Problem Manager

Reed; City Of London; Hybrid; GBP 42,000 - 48,000; Full time

Job summary

A civil service organisation based in the UK is seeking a Problem Manager to oversee the Problem Management Process within their enterprise service management team. The role involves strategic problem resolution, managing relationships with Service Providers, and ensuring compliance with operational standards. Ideal candidates will have significant experience in a complex operational SIAM environment. A competitive salary and flexible working options are offered.

Benefits

Competitive salary with Civil Service pension

Flexible hybrid working options

Generous annual leave

Performance-related bonus

Enhanced parental leave

Learning and development opportunities

Inclusive culture

Qualifications

• Significant experience in a high-volume, complex operational SIAM environment.
• Operational background with experience in digital customer operations.
• Strong analytical skills to drive decisions.

Responsibilities

• Manage the Problem Management Process and coordinate actions.
• Provide assurance that problems are identified and assessed.
• Engage with supplier programme delivery and transition activities.

Skills

Experience in high-volume, complex operational SIAM environment

Operational background in digital customer operations

Strong analytical skills

Relationship building with stakeholders

Experience using Problem Management Software, e.g., ServiceNow

Education

ITIL V3 certification or similar

Job description

Problem Manager

• Annual Salary: London: £44,700-£47,500 | Non-London: £42,900-£45,600
• Location: Multiple locations including Durham (DH1), Lytham St Anne’s (FY8), Glasgow (G2), and Southwark, London (SE1)
• Job Type: Full-time

A new exciting permanent opportunity has become available working with a growing civil service organisation, specifically within their enterprise service management team, where they’re looking to hire two experienced problem managers and play a pivotal role in supporting the Head of Service Operations in delivering contracted requirements related to operational and IT Services problem management.

This role involves negotiating solutions with Service Providers, developing and implementing improvement initiatives, and ensuring seamless service operations during their ongoing business transformation programme.

This role can be located from either of the four locations highlighted above and the salaries will be reflected whether this is London or non-London locations.

Day-to-day of the role

• Manage the Problem Management Process and coordinate actions to ensure speedy resolution with minimal disruption.
• Provide assurance that problems are identified, communicated, and assessed in line with requirements and agreed SLA/KPIs.
• Engage actively with supplier programme delivery and transition activities, assisting in the realisation of the SIAM function.
• Ensure Service Providers provide all management information as required under the contract and take responsibility for the resolution/escalation of issues.
• Work with internal/external stakeholders, External/Internal Audit, and Service Providers regarding specific audit actions related to Problem Management and other ITSM processes.
• Act as the primary interface for day-to-day liaison with Service Providers, ensuring problem classification, stakeholder notification, monitoring, and closure of problems are managed effectively.
• Lead Problem Management Working Groups with suppliers, reviewing performance and identifying future proactive Problem records from trends.

Required Skills & Qualifications

• Significant experience in a high-volume, complex operational SIAM environment, preferably within an outsourced third-party setting.
• Operational background with experience in digital customer operations, back office/support functions, and operational IT.
• Strong analytical skills with experience in analysing complex information and management information to drive decisions.
• Proven ability to build strong relationships with internal stakeholders and third-party suppliers/partners.
• Experience using Problem Management Software/Tooling, e.g., ServiceNow.
• Desirable: ITIL V3 certification or similar experience within a service management framework.

Benefits

• Competitive salary with a Civil Service pension with an average employer contribution of 28.97%.
• Flexible hybrid working options and a 9-day fortnight scheme.
• Generous annual leave – starting at 25 days, increasing to 30 days.
• Performance-related variable pay bonus.
• Enhanced maternity, paternity, adoption, and shared parental leave.
• Opportunities for learning and development tailored to your role.
• A culture encouraging inclusion and diversity.