Problem Manager

Position: Problem Performance Manager
Job-:
Digital

Location:

United Kingdom Workplace:
Hybrid

Schedule:

Full time, Days Posted:
Closes:
Summary The Problem Performance Manager is an important role within the D&T Service Management organisation, responsible for the continuous improvement and optimisation of the effectiveness of the Problem Management practice for the assigned group of products and Services.

Reporting into the Incident and Problem Practice Owner this role leads on detailed analysis, identification, and delivery of Problem Management practice improvements, focussing on improving operational stability and reducing technical debt. This role will work closely with Service Management colleagues and Service Assurance Managers who are embedded within the D&T Dev Ops teams to continuously improve Problem management delivery, techniques, and adherence to process and KPI’s, leveraging automation opportunities where possible to maximise efficiency.

Through detailed analysis and by collaborating with Service Assurance Managers and Dev Ops teams, this role will embed the delivery of Problem Management for the D&T products and Services and will advise on opportunities and methods to increase maturity and to improve operational stability by leveraging best practices.

As a subject matter expert, the Problem Performance Manager will support the Problem Management Lead to deliver best practice problem management and develop and deliver the strategic Problem Management practice roadmap, which includes the technology roadmap.

Success in this role is measured by improvements in the practice maturity levels and key performance indicator performance achieved over time.

What you'll doLead improvements to Problem Management across assigned products and services, working with Service Management, Service Assurance Managers and Dev Ops teams to strengthen process adherence, drive problem resolution and improve operational stability.

Monitor performance metrics, baseline practice maturity and report progress, insights and improvement opportunities to stakeholders.

Provide Problem Management expertise, coach teams in root cause analysis and promote industry best practices to increase process maturity.

Support the Problem and Change Practice Owner in developing and delivering the Problem Management practice and technology roadmaps, identifying and supporting automation opportunities to improve efficiency and effectiveness.

Work with cross-functional stakeholders, including engineering teams, to align objectives, address recurring problems and reduce technical debt by tackling root causes.

Who you areDeep knowledge of ITIL Service Management best practices, with strong Problem Management and root cause analysis experience to resolve recurring issues and deliver long-term improvements.

Experience in high-velocity Dev Ops environments, with knowledge of CI/CD, IT infrastructure, applications and networks, and their impact on service stability, technical debt and risk.

Experience using ITSM and Dev Ops platforms, including Service Now / BMC Helix, Jira and observability tools, with a strong understanding of Problem Management capabilities and automation opportunities.

Ability to drive continuous improvement, use Service Level Management and KPIs to improve performance, and contribute to a Problem Management technology roadmap aligned with business needs.

Strong collaboration, stakeholder-management and communication skills to work with Service Management, Dev Ops and engineering teams, coach colleagues and share progress and best practices. Retail experience is an advantage.

What’s in it for you? Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive,…