IT Problem Management Lead

  • Permanent
  • Milton Keynes, England, United Kingdom

Senior IT Problem Manager

£75k /+£6k Car Allowance + Bonus

Milton Keynes (2 days pw in office)

Our client is a leading financial services firm. They are seeking a dynamic and experienced Senior IT Problem Manager to join the team and play a key role in ensuring the reliability and security of their IT infrastructure.

Position Overview:
As a Senior IT Problem Manager, you will be responsible for overseeing the identification, analysis, and resolution of IT problems to minimize business impact and enhance service quality. You will collaborate closely with cross-functional teams to implement proactive problem management strategies and drive continuous improvement initiatives. The ideal candidate will have extensive experience in financial services and a strong background in IT Service Management (ITSM) and incident management.

Key Responsibilities:

  • Lead the development and implementation of proactive problem management strategies to identify and resolve recurring IT issues.
  • Conduct thorough root cause analysis of major incidents and service disruptions to prevent future occurrences.
  • Collaborate with IT teams and business stakeholders to prioritize and address critical problems impacting business operations.
  • Establish and maintain problem management processes and procedures in alignment with ITIL best practices.
  • Monitor and analyze incident trends and metrics to identify systemic issues and opportunities for improvement.
  • Drive cross-functional collaboration and knowledge sharing to enhance problem resolution capabilities across the organization.
  • Develop and maintain relationships with key stakeholders to ensure effective communication and alignment of problem management efforts with business objectives.
  • Provide guidance and mentorship to junior problem management staff and support their professional development.
  • Stay current on industry trends and emerging technologies related to problem management and incident response.
  • Participate in incident management activities as needed to support the timely resolution of IT incidents and service disruptions.


  • Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.
  • Proven track record of leading problem management initiatives and driving process improvements.
  • Excellent analytical and problem-solving skills with the ability to conduct thorough root cause analysis.
  • Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders.
  • Relevant certifications such as ITIL Foundation, ITIL Practitioner, or Certified Problem Manager (CPM) are highly desirable.
  • Experience with ITSM tools such as ServiceNow, Remedy, or HP Service Manager is preferred.

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