Overview
The Problem Manager will play a crucial role in enhancing the Problem Management capability within a large, complex organization on a 6-month contract basis. Collaborating primarily with an existing Problem Manager, they will focus on addressing P1 to P4 incidents to alleviate workload and address root causes of recurring issues, ensuring a proactive approach to problem management.
Responsibilities
- Lead root cause analysis and post-incident problem reviews.
- Identify recurring issues and drive permanent fixes.
- Improve the quality of problem records, known errors, and workarounds.
- Track actions through to completion and challenge delays.
- Use ServiceNow data to identify trends and emerging risks.
- Work across Incident, Change, Service Delivery, and technical teams.
- Help embed a more proactive and prevention-focused approach.
Requirements
- Proven Problem Management experience within a complex enterprise or regulated environment.
- Proven experience reducing repeat P1 - P4 incidents.
- Strong ServiceNow and ITIL experience.
- Confidence leading Root Cause Analysis and challenging technical teams.
- The tenacity to drive actions through to completion.
- Strong influencing, negotiation, and stakeholder management skills.