Problem Manager: IT Service Improvement & RCA Lead

Computacenter AG & Co. oHG; Nottingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Computacenter AG & Co. oHG is seeking a Problem Manager to own and drive problems from identification to resolution within our Global Management Services division in the UK.

You will coordinate investigations, analyse root causes and bring together technical teams and stakeholders to deliver lasting improvements. You will review trends, propose service improvement plans and maintain accurate problem records, reports, and action progress.

Qualifications

• Experience in a Problem Management role within an operational support or service management environment.
• Experience using an incident or service management system.
• Strong root cause analysis and problem investigation skills.
• Excellent written and verbal communication skills, including clear and accurate report writing.
• Strong organisational skills and a methodical approach to managing actions and priorities.
• Ability to work effectively both independently and as part of a team.
• Confident use of standard Microsoft Office applications, with intermediate Microsoft Excel skills.
• Active SC clearance.

Responsibilities

• Act as the single point of contact for assigned problems, taking ownership of actions and progress through to resolution.
• Identify trends and potential sources of problems by reviewing incident and problem data.
• Coordinate root cause analysis, identify known errors and drive permanent fixes that prevent recurrence.
• Bring together internal technical teams, Service Management colleagues and external stakeholders to resolve complex problems.
• Maintain an accurate inventory of problems under analysis, including their progress, actions and status.
• Follow up with problem owners and action holders to maintain momentum and accountability.
• Produce clear Problem Management reports and management information.
• Coordinate problem review meetings and recommend improvements to the effectiveness of problem and error control.
• Use a range of root cause analysis techniques and an innovative approach to investigate unique or complex issues.

Skills

Problem management

Root cause analysis

Incident management

Communication skills

Microsoft Excel

SC clearance

Tools

ITSM tool

Job description

Computacenter AG & Co. oHG is seeking a Problem Manager to own and drive problems from identification to resolution within our Global Management Services division in the UK.

You will coordinate investigations, analyse root causes and bring together technical teams and stakeholders to deliver lasting improvements. You will review trends, propose service improvement plans and maintain accurate problem records, reports, and action progress.