Problem Manager

Life on the team

You'll join our Global Management Services division, working within a collaborative service environment where effective Problem Management is central to improving service quality and reducing disruption.

As a Problem Manager, you'll take ownership of one or more problems from identification through to resolution. You'll coordinate investigations, analyse root causes, identify known errors and bring together technical teams, Service Management colleagues and external stakeholders to deliver lasting improvements.

You'll also review trends, recommend service improvement plans and provide a quality gate for outgoing reports, helping us turn operational insight into practical action.

What you’ll do

• 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.

What you’ll need

• Previous experience in a Problem Management role within an operational support or service management environment.
• ITIL 4 Foundation qualification.
• 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.
• The 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.

Who you are

You're proactive, analytical and comfortable taking ownership. You can bring structure to complex situations, engage technical and non-technical stakeholders, and keep investigations moving towards a clear outcome.

You're also curious and improvement-focused, with the confidence to challenge recurring issues, explore different root cause analysis techniques and turn findings into practical service improvements.

Nice to have

• Advanced Microsoft Excel skills, particularly in data interpretation.
• A good understanding of IT terminology and infrastructure.
• Experience supporting secure, defence, government or highly regulated environments.
• Experience working within multi-supplier service models.

Additional information

Country: UK

Location: Nottingham/Hatfield

Working pattern: Monday to Friday, standard daytime hours

Security Clearance: Candidates must be eligible to obtain, or already hold, SC Clearance.