Job Vacancy Problem Manager

In this role, you will take ownership of the end-to-end Problem Management lifecycle, ensuring IT services remain stable, resilient and continually improving. You'll lead the investigation of recurring incidents, coordinate root cause analysis and drive sustainable solutions that reduce disruption and enhance the client experience. Working across Service Delivery, Incident Management, Change Enablement and technical teams, you'll have the autonomy to shape improvements, challenge existing practices and deliver measurable service outcomes.



You'll also play an important role in strengthening governance, developing meaningful performance insights and supporting colleagues to deliver consistent, high-quality Problem Management practices. Through collaboration, knowledge sharing and continuous improvement, you'll help build a proactive service culture where issues are identified early, lessons are embedded and teams are supported to deliver lasting results.



Key responsibilities include:

- Lead & Own Problem Management: Manage the full ITIL-aligned Problem Management lifecycle, including problem identification, prioritisation, root cause analysis, known error management and resolution tracking.

- Investigate & Resolve: Coordinate technical teams to identify underlying causes of recurring incidents, implement effective workarounds and deliver permanent solutions.

- Drive Service Improvement: Identify trends, maintain the Continual Service Improvement (CSI) register and contribute to Service Improvement Plans that enhance service reliability.

- Strengthen Governance: Lead monthly Problem Review Boards, manage problem backlogs and ensure overdue actions, ageing records and risks are proactively addressed.

- Monitor & Report Performance: Develop consistent dashboards and reporting to track SLAs, KPIs, root cause resolution times, recurring incidents and known errors.

- Collaborate & Influence: Work closely with Service Delivery Managers, clients, Service Desk teams and technical specialists to communicate findings, manage escalations and progress improvements.

- Optimise Knowledge Management: Maintain accurate Known Error Database (KEDB) records, root cause documentation and knowledge articles, ensuring lessons learned are accessible and actionable.

- Coach & Support Colleagues: Provide guidance to Problem Coordinators, delegate appropriate activities and promote consistent application of Problem Management standards.

- Maintain Quality & Compliance: Ensure processes, documentation and governance activities align with ITIL best practices, ISO9001, ISO27001 and contractual requirements.

- Champion Proactive Problem Management: Analyse incident trends, contribute to Major Incident Reviews and identify opportunities to prevent future service disruption.

Required qualifications to be successful in this role

To succeed in this role, you should have proven experience in IT Problem Management within a structured IT service management environment, with a strong understanding of ITIL processes and service governance. You'll be confident managing complex investigations, influencing technical and business stakeholders, and translating service data into practical improvements. Experience using BMC Remedy/Helix is important, alongside strong analytical, communication and organisational skills. You'll bring a proactive, collaborative approach, taking accountability for outcomes while supporting colleagues and continuously looking for better ways to deliver services.



Essential skills and experience:

- IT Problem Management: Proven experience managing the end-to-end Problem Management lifecycle within an ITIL-aligned environment.

- BMC Remedy/Helix: Practical experience using BMC Remedy or BMC Helix for problem records, workflow management, reporting and service management activities.

- Root Cause Analysis: Strong experience coordinating investigations, identifying underlying causes and driving corrective and preventative actions.

- ITIL Knowledge: Good understanding of ITIL principles, particularly Problem, Incident, Change Enablement and Knowledge Management.

- Service Improvement: Demonstrable ability to identify recurring incident trends, recommend improvements and support continual service improvement initiatives.

- Governance & Reporting: Experience managing problem backlogs, leading review meetings and producing meaningful SLA, KPI and service performance reports.

- Stakeholder Engagement: Strong communication and relationship management skills, with the ability to influence technical teams, service managers and clients.

- Leadership & Collaboration: Experience coaching colleagues, coordinating cross-functional activities and managing complex escalations.

- Quality & Compliance: Awareness of ISO9001, ISO27001 and the importance of maintaining accurate, auditable process documentation.

Together, as owners, let’s turn meaningful insights into action.



Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…



You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.



Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.



You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.



That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.



Come join our team—one of the largest IT and business consulting services firms in the world.