Job Specifications
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.
About the Company
Corporate Photography: People * Events * E-Commerce Picture More Business(tm) is photographer Michael Nathaniel Meyer's Brooklyn, New York based commercial photography studio. PMB specializes in photographing real people on location to support businesses' communications initiatives. Core services include executive portraits, websites, annual reports, capability brochures, and corporate and non-profit events. A secondary speciality is tabletop product photography for e-commerce. Clients include Adams Street Foundation, Bevera...
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