Problem Manager

VIQU IT; Manchester; On-site; GBP 51,000 - 61,000; Full time

Job summary

A leading national Energy Company in Manchester is seeking a Problem Manager to oversee complex systems and enhance service delivery. Applicants should possess ITIL 4 qualifications and strong analytical skills, with a focus on continuous improvement and problem resolution. The position offers a salary of up to £61,000 per annum, and applicants can apply in confidence to discuss the role further.

Benefits

Referral bonus of up to £1,000

Qualifications

• Experience applying ITIL in complex, multi-supplier environments.
• Strong understanding of service value streams and service pillars.
• Hands-on experience in maturing teams and driving operational excellence.

Responsibilities

• Take ownership of the problem lifecycle from identification to resolution.
• Lead Root Cause Analysis (RCA) and trend analysis.
• Maintain and optimise the Known Error Database (KEDB).
• Work with teams, suppliers, and regulatory partners.
• Enhance reporting and dashboards for proactive problem management.
• Build a Problem Management community across teams.
• Influence service improvements and embed continuous service improvement.

Skills

ITIL 4 qualified

Analytical skills

Problem-solving skills

Stakeholder management

Experience with RCA methodologies

Job description

Problem Manager
Manchester Permanent up to £61,000

VIQU are partnering with a leading national Energy Company to recruit a Problem Manager to play a pivotal role in keeping complex critical systems running smoothly. This is your chance to take ownership of high-impact service issues, drive real change, and influence how a national infrastructure delivers value. You ll work with cutting-edge systems, collaborate with top-tier teams and suppliers, and shape the future of Problem Management at scale.

What You’ll Do

• Take full ownership of the problem lifecycle, from identification to resolution, preventing recurring service issues.
• Lead Root Cause Analysis (RCA) and trend analysis to uncover systemic problems and deliver actionable solutions.
• Maintain and optimise the Known Error Database (KEDB) and ensure key information is accessible to all stakeholders.
• Work closely with internal teams, suppliers, and regulatory partners to communicate risks, solutions, and performance insights.
• Enhance reporting, dashboards, and alerting to proactively manage problems and improve service performance.
• Build and nurture a Problem Management community across teams and suppliers, driving knowledge sharing and best practices.
• Influence service improvements and embed continuous service improvement (CSI) practices to move the team from reactive to proactive.

What You Bring

• ITIL 4 qualified with experience applying ITIL in complex, multi-supplier environments.
• Strong understanding of service value streams and service pillars, with a track record of delivering measurable improvements.
• Hands‑on experience maturing teams, implementing governance, and driving operational excellence.
• Exceptional analytical, problem‑solving, and critical thinking skills.
• Confident stakeholder management and influencing skills, able to engage both technical and non‑technical audiences.
• Experience with RCA methodologies, trend analysis, and embedding CSI initiatives.
• Background in utilities, energy, or critical national infrastructure is a strong advantage.
• Resilient, proactive, and thrives in a fast‑paced, complex environment.

Join a team where your work directly impacts the energy landscape, helps tackle climate change, and lets you influence the future of a critical national service.

Problem Manager
Manchester Permanent up to £61,000

Apply now to speak with Belle Hegarty at VIQU IT in confidence: (phone number removed) (url removed)
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