Salary: £46,062 plus up to £8,300 capability allowance pending assessment.
Location: Manchester (hybrid 60% office attendance)
Close date: 27th January 2026
Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.
As a Senior Problem Manager, you will play a key role in the provision of service at the Home Office, supporting vital national infrastructure.
You will lead and drive IT Operations support activities, a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.
You will contribute to setting strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support.
You will also get the opportunity to build your knowledge about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.
As a Senior Problem Manager and a senior member of the Home Office Government Digital and Data Profession, IT Operations Problem Management team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services.
You will be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. In addition, you will participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Responsibilities
* Lead and support the Problem Management team, ensuring technical problems are effectively managed, reported, and the backlog is maintained in line with processes.
* Proactively identify and manage problems to prevent incidents and minimise the impact of those that cannot be avoided, using data and trend analysis.
* Produce and share problem management reports and insights, contributing to investigations of complex technical issues and driving continual service improvement.
* Implement and maintain changes to IT support operating models in line with strategic direction set by the Lead Problem Manager.
* Ensure clear communication with users on incident, request, and problem status, while building strong relationships with internal leaders and suppliers.
* Support onboarding of new or updated services, ensuring IT Support teams receive the necessary training, and confirm problem resolution through Change Management and major incident reviews.
Person specification
As a Senior Problem Manager you will have a demonstrable passion for IT support, with the following skills or experience;
* Performing a similar role within the Civil Service or at other organisations.
* Experience of developing and adhering to ITIL v3 / v4 service management processes and procedures. Have an understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.
* Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally.
* Ability to lead and work as part of a team and to engage effectively with suppliers and stakeholders in line with customer expectations.
* Excellent analytical and problem‑solving skills.
* Strong sense of ownership and drive to follow tasks through to completion.
* A civil service pension with employer contribution rates of at least 28.97%.
* In‑year reward scheme for one‑off or sustained exceptional personal or team achievements.
* The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break.
* 25 days annual leave on appointment, rising with service.
* Eight days public holidays, plus one additional privilege day.
* 26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks’ unpaid, after qualifying service.
* Maternity and adoption support leave (also known as paternity leave) of two weeks full pay, after qualifying service.
* Paid leave for fostering approval processes, support when a child is substantively placed with you plus a foster to adopt policy.
* Support for guardians and kinship carers.
* Corporate membership of ‘Employers for Carers’ providing additional information and advice for carers, plus a ‘Carer’s Passport’ to discuss workplace needs and underpin supportive conversations.
* Time off to deal with emergencies and certain other unplanned special circumstances.
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