Details:
- Job Type: Permanent
- Job Status: Full-Time
- Location: WC1E Fitzrovia Greater London
- Date: 2 days ago
Description:
Essential Roles & Responsibilities
* Lead and govern the end-to-end problem management lifecycle, ensuring root causes are identified and effective corrective actions are implemented
* Own Problem Management activities arising from major incidents, including root cause analysis, lessons learned and preventative action tracking
* Analyse incident trends, service data and operational risks to identify recurring issues and improvement opportunities
* Facilitate Problem Review meetings, ensuring risks, actions and decisions are effectively governed and documented
* Assess and prioritise problems based on customer impact, business risk, service commitments and regulatory requirements
* Track corrective and preventative actions to completion, escalating risks, delays and barriers where necessary
* Maintain oversight of open and aged problems, ensuring appropriate visibility and governance
Governance & Reporting
* Produce and present problem management reports, dashboards and trend analysis for internal and customer stakeholders
* Monitor key performance indicators, including recurrence rates, aged problems and corrective action effectiveness
* Maintain accurate records of problem risks, actions and outcomes to support governance, audit and regulatory requirements
* Provide assurance that corrective and preventative actions have been implemented and delivered the intended outcome
* Support governance forums, service reviews and continual improvement initiatives
Behavioural Competencies – Organisational and Behavioural Fit
Essential
* Proven experience in Problem Management within technical environments
* Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies
* Experience facilitating problem reviews and driving corrective action programmes
* Understanding of operational risk, service resilience and regulatory compliance requirements
* Experience analysing service performance data to identify trends and improvement opportunities
* Strong communication skills with the ability to engage technical and non-technical stakeholders
* Experience presenting findings and recommendations to senior stakeholders and customers
Desirable
* Experience within Managed Services environments
* Experience supporting Financial Services clients
* Experience with ITSM platforms such as ServiceNow
* Knowledge of Operational Resilience frameworks and regulatory expectations
Critical Competencies – Technical Fit
* Proven experience in Problem Management within technical environments
* Strong knowledge of ITIL Problem Management and Root Cause Analysis methodologies
* Experience facilitating problem reviews and driving corrective action programmes
* Understanding of operational risk, service resilience and regulatory compliance requirements