IT Problem Manager

Are you an IT Problem Manager who thrives on bringing order to complexity and improving the stability of IT services?
If you enjoy shaping processes, driving service reliability, and leading teams through structured improvement, this London City based role could be ideal.

This organisation is hiring an IT Problem Manager to join its Technology and IT Service Management function. You will play a critical part in preventing future incidents, improving operational resilience, and embedding best practice across the business. This permanent role pays around £75,000 with three days a week in the London City office.

What’s in it for you

• Competitive salary and hybrid working


• Modern, supportive ITSM environment with engaged senior stakeholders


• Hands-on ownership of Problem, Incident and Major Incident processes


• Strong emphasis on continual service improvement and professional development


• Collaborative, inclusive culture that values clear communication and analytical thinking

What you’ll be doing

• You will take full ownership of the Problem Management function, running it end to end and ensuring a structured, repeatable and data-driven approach. You will analyse trends, identify underlying issues, log and prioritise problems, and ensure corrective actions are assigned, progressed and completed. This includes running the entire Problem Management process from initial detection to root cause analysis, solution design and closure.


• You will lead and facilitate Problem Management meetings with clarity and structure, ensuring stakeholders understand priorities, actions, risks and timelines. You will use recognised methodologies such as 5 Whys, Fishbone and Kepner-Tregoe to guide discussions and drive meaningful outcomes.


• A key part of the role is proactive Problem Management. You will actively look ahead, using incident patterns, monitoring data and service metrics to identify problems before they escalate. You will champion a forward-looking approach that strengthens stability and reduces future impact.


• Alongside this, you will lead incident and major incident activity when required, ensuring clear communication, fast decision-making and thorough post-incident reviews. You will maintain the Known Error Database, collaborate across resolver groups, and support Change Management during peak periods.

What you’ll bring

• Strong experience delivering ITIL-aligned Problem, Incident and Change Management within a medium or large enterprise


• Hands-on experience running a Problem Management function end-to-end


• Confidence leading structured RCA sessions and chairing Problem Management meetings


• A proactive mindset with the ability to analyse data, identify trends and prevent incident recurrence


• Experience coordinating technical resources and managing conflicting priorities


• Strong communication skills, calm delivery under pressure and excellent stakeholder influence


• Familiarity with ITSM tools such as ServiceNow, BMC Remedy or similar


• ITIL v4 Foundation (required)
  

If you are ready for a hands-on, high-impact role where you can shape how a business prevents and resolves issues, we would love to hear from you.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.