Problem Manager

Problem Manager
Location: Barrow-in-Furness (Hybrid - 2-3 days on site)

£80,000 - £85,000 + bonus + perm benefits

SC eligibility is required for this role

We have an exciting opportunity for a Problem Manager to join our team and play a key role in ensuring service stability and performance. In this role, you will bring a proactive, predictive approach to problem investigations, working to prevent or minimise the risk of service disruption. You'll collaborate with stakeholders and high-profile clients to forecast future needs, tackle capacity challenges, and drive improvements through effective problem management.

This is a hybrid role, blending office, client site, and home working. Please note that you will need to be on site in Barrow-in-Furness 2-3 days per week and home working 100% of the time will not be possible.

What you'll be doing

• Gather and analyse data on incident trends, hardware/software failures, and resource usage.
• Identify potential problems and recurring incidents, developing strategies for permanent resolution.
• Manage workarounds and known errors to minimise impact on business operations.
• Work closely with incident managers, change managers, and other IT service management roles.
• Keep stakeholders informed of problem status and resolution plans.
• Oversee the end-to-end problem management process, ensuring alignment with ITIL standards.
• Conduct major incident and compliance reviews.
• Maintain accurate records of problems, root causes, and solutions, and produce regular reports on activities and outcomes.

What we're looking for

• ITIL V4 Foundation (minimum).
• Lean intelligence and Six Sigma experience.
• Strong critical-thinking and root cause analysis skills.
• Ability to step back, approach issues logically, apply intuition, and engage the right people to resolve them.
• A continual improvement mindset - identifying risks to service before they cause incidents.
• If you have a passion for problem-solving, a proactive approach, and the ability to make a tangible impact on service quality, we'd love to hear from you.