Senior Manager, Problem Management

The Senior Manager, Problem Management is the firm’s owner for technology problem management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and continuous improvement—not day-to-day ticket handling.

You will oversee a managed services partner (MSP) that executes problem management operations, hold them accountable to SLAs/OLAs and policy compliance, and lead governance forums that institutionalize blameless postmortems, rigorous root cause analysis, and verified corrective and preventive actions.

You will set and evolve the enterprise problem management roadmap, define and report KPIs, and partner closely with SRE, application development, infrastructure, risk/compliance, and incident/change leaders.

Own and maintain the enterprise Problem Management policy, process, procedures, and controls; ensure alignment with ITIL practices and enterprise risk frameworks.

Establish and chair governance forums, including Problem Review Boards and post‑implementation review committees; ensure audit‑readiness and evidence retention.

Define and enforce quality standards for problem records, postmortems, root cause documentation, and action plans.

Oversee a strategic partner responsible for day‑to‑day Problem Management; manage contractual obligations, SLAs/OLAs, KPIs, QBRs, and continuous service improvement plans.

Institutionalize blameless postmortems; develop facilitation guidance, training, and coaching for teams across the firm.

Drive proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.

Ensure corrective and preventive actions are prioritised, resourced, tracked to completion, and validated for effectiveness.

Serve as process owner for Service Now Problem Management; partner with platform teams to optimise workflows, CMDB relationships, automation, and reporting (including Performance Analytics).

Integrate Atlassian Jira for work tracking; ensure seamless linkage between problem records, epics/stories, and change implementations.

Build and maintain dashboards and scorecards; provide actionable insights to executives and engineering leaders.

Engage closely with SRE, application development, infrastructure, cybersecurity, and change/incident management teams to drive end‑to‑end problem resolution.

Communicate clearly and credibly with senior leadership on risk, trends, and remediation progress;
Escalate systemic issues and funding needs.

Provide training, playbooks, and communications to uplift problem management maturity across the enterprise.

• 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 (ITIL4 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.

• FINRA licenses are not required and will not be supported for this role.

This role is eligible for hybrid…