Manager, Problem Management

About the Role

We are seeking a Manager of Problem Management to lead a team responsible for identifying root causes, driving permanent fixes, and reducing repeat incidents across our global platform. This is a hands-on leadership role focused on team performance, execution discipline, and accountability. You will ensure your team delivers high-quality problem management outcomes, while embedding consistent standards and ways of working across the organization.

Responsibilities

• Team Leadership & Performance Management
  • Lead, manage, and develop a team of problem management analysts
  • Set clear expectations, goals, and performance standards for the team
  • Monitor individual and team performance, addressing gaps quickly and directly
  • Provide regular coaching, feedback, and support to improve capability and delivery
  • Ensure the team operates with a strong sense of ownership and accountability
• Problem Management Execution
  • Ensure the team consistently identifies, logs, and prioritizes problems across incidents
  • Enforce high-quality root cause analysis (RCA) standards across all work
  • Maintain oversight of problem lifecycle to ensure timely progress and closure
• Accountability & Delivery Discipline
  • Hold engineering and product teams accountable for root cause identification and fix delivery
  • Track corrective actions and intervene where progress stalls
  • Escalate risks and blockers clearly and early
• Data, Reporting & Insight
  • Oversee analysis of incident trends to identify systemic issues
  • Ensure accurate, consistent reporting on problem management performance
  • Use data to drive priorities and focus team effort where it matters most
• Process Ownership & Maturity
  • Establish and enforce problem management standards, processes, and governance
  • Ensure alignment with incident management and change processes
  • Drive consistency in how problem management is executed across teams
• Cross-Functional Collaboration
  • Act as the key interface between problem management, NOC, engineering, and product teams
  • Challenge constructively to drive better outcomes
  • Ensure clear communication and alignment across stakeholders

Requirements

• 5+ years in IT operations, incident, or problem management roles
• Previous experience managing or supervising a team
• Proven track record of improving delivery performance and operational discipline

Skills

• Technical & Operational Skills
  • Strong understanding of incident and problem management processes
  • Experience driving RCA quality and corrective action tracking
  • Ability to interpret operational data and turn it into actionable insights
• Leadership & Behaviour
  • Strong people leader—sets expectations, holds people accountable, and drives performance
  • Direct, clear communicator who is comfortable giving candid feedback
  • Highly organized and structured in approach to work
  • Comfortable operating in a fast-paced, high-pressure environment
  • Focused on outcomes, not just activity