Senior IT Service Delivery & Problem Manager

Academia Group; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave

Birthday off

Length of service bonus

Free Will Writing service

Job summary

Academia The Technology Group in London seeks a Problem & Service Delivery Manager to drive service quality, reduce recurring incidents and improve ticket management across client environments. Based on ITIL best practice, this role owns the Problem Management process and works with engineers, managers and senior stakeholders to ensure effective end-to-end ticket handling.

You will lead structured investigations, coordinate actions, monitor trends and coach teams to improve documentation,

Qualifications

• Experience leading Problem Management in Managed Services or complex IT operations.
• Proven ability to drive root cause investigations and action tracking.
• Strong ITIL knowledge with practical governance and reporting.

Responsibilities

• Lead weekly Problem Management Boards and own the process.
• Monitor ticket quality, categorisation and resolution details.
• Coach engineers on investigation quality and documentation.
• Coordinate corrective actions with stakeholders and teams.
• Maintain known error records and knowledge articles.
• Report on service quality metrics and improvement opportunities.
• Communicate investigations and risks clearly to clients and management.

Skills

ITIL knowledge

Problem management

Root cause analysis

Stakeholder management

Strong communication

Cross-team coordination

Education

ITIL Foundation certification

IT/OT service management degree

Tools

ManageEngine ServiceDesk Plus

Autotask

ServiceNow

Halo

Job description

Academia The Technology Group in London seeks a Problem & Service Delivery Manager to drive service quality, reduce recurring incidents and improve ticket management across client environments. Based on ITIL best practice, this role owns the Problem Management process and works with engineers, managers and senior stakeholders to ensure effective end-to-end ticket handling.

You will lead structured investigations, coordinate actions, monitor trends and coach teams to improve documentation,