Problem & Service Delivery Manager

The Problem & Service Delivery Manager will be responsible for driving service quality, reducing recurring incidents and improving the consistency of ticket management across client environments. Aligned with ITIL best practice, this role owns and continually improves the Problem Management process, ensuring root causes are identified, corrective actions are progressed, and ticket quality is monitored and improved. The role works closely with engineers, team leads, managers, service delivery, clients and senior stakeholders to strengthen operational discipline, improve the quality of updates and documentation, and ensure tickets are managed effectively from identification through to resolution, the sucessfull candidate will be based onsite with our customer located in London.

Requirements Amongst other tasks, you will be responsible for:
Lead weekly Problem Management Boards. Own and manage the Problem Management process, ensuring recurring incidents, underlying causes and service risks are identified, investigated and progressed to resolution.

Monitor ticket quality and ticket management standards, ensuring tickets contain clear ownership, meaningful updates, accurate categorisation, appropriate prioritisation and complete resolution details.

Liaise with team leads and managers on engineer ticket handling, identifying coaching needs, recurring behaviours, process gaps and opportunities to improve service consistency.

Lead structured problem investigations, coordinating engineers and service teams to agree corrective actions, owners, timescales and measurable outcomes.

Review aged, reopened, escalated and high-impact tickets to identify themes, service risks and opportunities to improve ticket progression and accountability.

Analyse trends across incidents, problems and ticket data to identify recurring failures, knowledge gaps, process non-compliance and continual improvement opportunities.

Problem Management, Ticket Quality & Continual Improvement Lead root cause investigations to identify underlying issues, prevent recurring incidents and reduce service disruption.

Coordinate corrective actions with technical teams and stakeholders, ensuring clear ownership and timely resolution.

Maintain known error records, workarounds, knowledge articles and lessons learned.

Own ticket quality standards, ensuring consistent practices across ticket updates, categorisation, prioritisation, ownership and closure.

Monitor and report on key service quality metrics, identifying trends, risks and opportunities for improvement.

Coach engineers and team leads to improve investigation quality, documentation, communication and ticket management.

Communicate problem investigations, service risks and improvement actions clearly to clients, service teams and senior management, translating technical issues into business-focused updates.

Promote a culture of accountability, continuous improvement and operational excellence, strengthening client confidence in Smartdesc's service management practices.

Key Skills Confident communicator with the ability to engage effectively with technical teams, stakeholders and senior management.

Proven experience leading Problem Management Boards and managing Problem Management processes, service improvement initiatives, ticket management or operational quality within a Managed Services, IT service provider or complex IT operations environment.

Strong understanding of ITIL principles and practical experience applying IT Service Management (ITSM) processes and governance. ITIL Foundation certification is desirable.

Experience reviewing and improving ticket quality, including ownership, updates, categorisation, documentation and resolution notes, using constructive feedback and coaching to…