Problem Manager

Netcompany; Leeds; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative technology firm is seeking a Problem Manager to enhance its Service Management team. In this pivotal role, you will oversee the entire lifecycle of problem management, ensuring efficient resolution and continuous improvement of IT services. You will work closely with technical teams to analyze incidents and drive solutions, while also facilitating communication with stakeholders. This is an exciting opportunity to contribute to a company recognized as one of the best places to work in the UK, fostering an agile and inclusive culture focused on professional development and employee well-being.

Benefits

25 days’ holiday

Private Medical Healthcare

Pension contribution

Life Assurance

Support for professional certifications

Retail discounts

Access to Employee Resource Groups

Qualifications

• Experience in Problem Management within an ITIL-based environment.
• Knowledge of ITIL4 practices and familiarity with ServiceNow.

Responsibilities

• Manage the Problem Management process from identification to resolution.
• Collaborate with Major Incident Managers for post-incident reviews.

Skills

Problem Management

ITIL4 practices

Analytical skills

Communication skills

Collaboration with technical teams

Education

ITIL4 Foundation certification

Tools

ServiceNow Problem Management

ITSM platforms

Job description

Company Description

MUST BE BASED IN THE UK AND HAVE FULL RIGHT TO WORK

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations. Our offerings are designed to meet diverse business needs.

Job Description

We have an exciting opportunity for a Problem Manager to join our growing Service Management team. In this role, you will manage problems through their lifecycle, support root cause analysis, reduce recurring issues, and contribute to continuous IT service improvement. You will also collaborate closely with Major Incident Management to ensure follow-up actions are effectively addressed and tracked.

Key Responsibilities:

1. Manage the Problem Management process from identification to resolution, ensuring adherence to procedures and timelines.
2. Investigate root causes with technical teams and suppliers, track corrective actions to completion.
3. Analyze incident and problem data to identify trends and areas for improvement.
4. Collaborate with Major Incident Managers for post-incident reviews and problem tracking from major incidents.
5. Maintain accurate Problem Records, documenting causes, actions, and outcomes.
6. Facilitate Problem Review Meetings, gather input, and follow up on action items.
7. Communicate problem status and progress clearly to stakeholders.
8. Support Continual Service Improvement by providing insights and data-driven recommendations.

Qualifications

• Experience in Problem Management within an ITIL-based Service Management environment.
• Knowledge of ITIL4 practices; ITIL4 Foundation certification is desirable.
• Familiarity with ServiceNow Problem Management and other ITSM platforms.
• Strong analytical skills for data interpretation and pattern recognition.
• Effective collaboration with technical teams, suppliers, and stakeholders.
• Experience supporting Major Incident and post-incident processes.
• Excellent written and verbal communication skills.

Other Details:

• May require out-of-hours work as part of an on-call rota.
• Travel may be necessary for specific projects.

Additional Requirements:

• Reliability and flexibility.
• Working hours between 08:00 - 18:00, with staggered 8-hour shifts within this window.

Essentials

• Willingness to travel within the UK for projects.
• Legal right to work in the UK.
• Ability to attain UK Security Clearance.

Benefits Include:

• 25 days’ holiday
• Private Medical Healthcare via Vitality
• Pension contribution, Life Assurance
• Support for professional certifications and development
• Retail discounts on various lifestyle services
• Access to Employee Resource Groups for diversity and inclusion

Company Information

Join Netcompany, ranked 5th in the UK Top 50 Best Places to Work 2024. We foster an entrepreneurial, agile, and flexible culture, with a history dating back to our UK acquisition of Hunter Macdonald in 2017. With over 7,400 employees globally and offices across Europe and Asia, we are committed to an inclusive, barrier-free recruitment process, including a Disability Confident scheme. For support during recruitment, contact [e-mail].