Service Quality Problem Management - #2166421

Experience 5 to 7 years

Role purpose

The Tech SME provides expert application and domain knowledge within Service Quality and Problem Management The role leads functional analysis datadriven investigation PostIncident Reviews PIRs rootcause analysis RCA functional design and testing

Working with the Problem Manager Service Leads Product Owners and Technology teams the role ensures problems are investigated effectively corrective actions address underlying causes and solutions meet business needs It also identifies opportunities to improve processes through automation and responsible use of AI

Key responsibilities

• Challenge and approach Tech teams constructively during Post Incident Reviews and promote continuous improvement and innovative thinking
• Lead functional investigations into production incidents recurring problems PIRs and RCA
• Coordinate functional fixes with Technology and business teams to minimise impact and prevent recurrence
• Monitor problem records PIR actions and RCA commitments escalating risks and delays as appropriate
• Analyse data from Service Management tools to identify trends and improvements and validate outcomes
• Produce concise accurate reporting on problem trends thematic reviews PIR findings SLA performance risks and improvement actions
• Present analysis and recommendations clearly to technical business and senior stakeholders including Directorlevel audiences
• Identify and implement opportunities to use AI automation and enhanced analytics to improve Problem Management reporting action tracking and service quality
• Ensure AIenabled outputs are validated appropriately controlled and subject to human oversight
• Maintain procedures guidance and knowledge records and share lessons learned and best practice

Essential skills and experience

• Deep Service Management or Problem Management skills
• ITILtrained with a sound understanding of Incident Problem Change and Knowledge Management
• Experience leading functional RCA PIRs production support investigations corrective actions
• Good knowledge of ITSM tools preferably Service Now
• Strong analytical thinking structured problemsolving and attention to detail
• Excellent written verbal and presentation skills with the ability to communicate at all levels
• Experience translating complex technical information into clear business outcomes and recommendations
• Ability to influence and constructively challenge stakeholders including senior business leaders
• Experience using AI automation or technologyenabled solutions to improve processes
• Strong collaboration and knowledgesharing capability

Success factors

• Provides trusted expert Service Management guidance and acts as the primary functional contact
• Delivers highquality functional RCA PIR design and testing outcomes
• Highlighting improvements effectively and reduces recurrence through suggested sustainable fixes
• Produces accurate insightful and accessible reporting for operational and senior audiences
• Ensures problem actions and RCA commitments are tracked and delivered within agreed timescales
• Improves service quality data quality process adherence resilience and customer outcomes
• Delivers measurable benefits through AI automation and targeted design enhancements
• Applies appropriate human oversight confidentiality risk and control measures to AIenabled activities
• Builds strong stakeholder relationships and influences decisions through clear evidence and recommendations
• Develops team capability through documentation and knowledge sharing

Skills

Mandatory Skills : Practice Management, Problem Management