This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. The Service Management and Controls department plays a critical role in ensuring the smooth, resilient and customer‑focused delivery of all Technology services across SJP. Bringing together expertise in service support, transition, risk, controls, change management and disaster recovery, the team safeguards service quality, drives continual improvement, and enables colleagues and partners to work efficiently and confidently. Joining this department means contributing to a high‑performing function that underpins the reliability, stability and continual evolution of our technology landscape.
Reporting to the Head of Service Management and Controls, the primary objective for this role is managing the lifecycle of all problems recorded for the services, systems or infrastructure, working with Value Stream Leaders, Business Owners, Service Owners and Technology teams towards highly reliable services contributing to a high quality service. This role will also be responsible for the accumulation of RCAs and associated reporting, including compilation of the Corrective Action Reviews (CAR) and attending and chairing CAR meetings.
What You'll Be Doing
* Be responsible for the entire life cycle of problems, ensuring they are identified, analysed, and resolved effectively.
* Proactively work with problem owners embedding the role within value streams to ensure improvement in client, partner and employee sentiment.
* Conduct thorough investigations to identify the underlying causes of recurring incidents, utilizing data analysis and collaboration with technical teams.
* Effectively manage and communicate Known Errors, ensuring that supporting work‑arounds are documented as knowledge and communicated to all relevant support channels.
* Ensure effective follow‑up on RCA reports to ensure that identified actions are recorded as problems where appropriate and managed via the problem process to prevent recurrence.
* Provide guidance on drafting RCAs and CAR reports to ensure they are clear, easy to understand and have associated action plans.
* Oversee and manage actions from RCAs and CARs to ensure agreed actions are completed.
* Attend the Change Approval Board (CAB) meetings in relation to changes and releases set to resolve problems and KEs and ensure that projects and changes are implemented with consideration to the on‑going support requirements of faults and KEs.
* Work closely with incident management, change management, and other IT teams to gather information and implement solutions.
* Develop and implement permanent solutions to address identified root causes, including deploying software patches and updating configurations.
* Keep stakeholders informed about the status of problems and resolutions, ensuring transparency throughout the process.
* Monitor the effectiveness of implemented solutions and seek ways to improve problem management processes to reduce future incidents.
Who we're looking for
We're looking for an experienced Problem Manager who will operate within the ITIL framework, focusing on investigating patterns, analysing trends, and implementing solutions that transform recurring incidents into resolved problems to ensure that Technology Services remain stable, reliable, and aligned with business objectives.
Essential Criteria
* Strong experience in IT Service Management, working to ITIL principles, with solid knowledge of formal methodologies across service delivery, project management and change management.
* Proven analytical and problem‑solving skills, with the ability to assess issues, make sound decisions and drive effective problem resolution.
* Excellent communication and relationship‑building abilities, able to engage confidently with users, stakeholders and technical teams.
* Resilient and adaptable approach, able to work under pressure, manage escalations effectively and use initiative rather than being strictly rules‑bound, while still applying best‑practice principles.
* Highly organised with strong attention to detail, demonstrating a disciplined, structured and flexible working style, ideally with an understanding of the financial services environment.
Desirable Criteria
* A broad‑based understanding of technical principles with an ability to understand the service management implications of new technologies.
* Understanding of Value Streams, project methodology and their integration with ITIL processes.
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