Senior Manager, Problem Management

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.

We believe doing the right thing for our clients and our associates is good business. With a career at the firm, you can expect opportunities to create real impact at work and in your community. You’ll enjoy resources to support your career path, as well as compensation, benefits, and flexibility to enrich your life. Here, you’ll find a collaborative culture that respects and values differences and colleagues who share a spirit of generosity.

* Oversee a strategic partner responsible for day-to-day Problem Management; manage contractual obligations, SLAs/OLAs, KPIs, QBRs, and continuous service improvement plans.
* Ensure consistent process adoption, tooling usage, data quality, and knowledge sharing across the partner and internal teams.
* Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
* 10+ years in IT Service Management with 5+ years focused on Problem Management in large, complex, regulated environments
* 3+ years of people leadership and/or vendor management experience, including oversight of managed service partners with SLAs and outcome-based contracts.
* Deep knowledge of ITIL frameworks (ITIL 4 preferred) and practical application within SRE and Dev Ops cultures.
* Demonstrated expertise facilitating blameless postmortems and root cause analysis (e.g., 5 Whys, Fishbone, Kepner-Tregoe).
* Strong hands-on experience with Service Now (Problem Management, CMDB, Performance Analytics) and Atlassian Jira; experience integrating process and data across these platforms.
* Proven ability to define, manage, and improve KPIs and OKRs; advanced skills in building executive-ready dashboards and narratives.
* Excellent written and verbal communication skills; ability to influence at all levels and drive decisions in cross-functional settings.
* Solid understanding of incident, change, and release processes and their interlock with Problem Management.
* Experience working directly with SRE and application development teams, translating RCA outcomes into engineering backlogs and change implementations.
* Advanced degree or relevant certifications
* Financial services domain experience

Placement within the range provided above is based on the individual’s relevant experience and skills for the role.  Base salary is only one component of our total compensation package.  Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.
Featured employee benefits to enrich your life:
Competitive compensation  Health and wellness benefits, including online therapy  Family care resources, including fertility and adoption benefits
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