Senior Problem Manager

We lead the UK's diplomatic, development and consular work around the world. We employ around 17,000 staff in our global network of 281 offices worldwide. Our UK-based staff work in King Charles Street in London, Abercrombie House in East Kilbride and in Milton Keynes.

Your role with us

The Problem Management Team is responsible for the identification and management of the root causes of incidents caused by errors within the IT infrastructure.

As Senior Problem Manager, the overall quality and execution of the problem management process will sit with you. You will lend your expertise to the team in the root cause analysis and resolution of emerging and recurring problems, ensuring that the right actions are taken to investigate, resolve and anticipate problems. Plus, you will provide updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.

You will co-ordinate your team's investigations, solution implementation, and preventative measures. As a line manager, you will have oversight over direct reports and lead recruitment within the Problem Management team. We would like to you to build a supportive, collaborative team culture.

Continuous improvement is key to us. So, you will join the conversation in how we can improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government's diplomatic, development and consular work around the world.

Who we're looking for

To be equal to the role, you have an ITIL 4 Foundation Qualification. This is paired with experience in leading the investigation and resolution of incidents. You have experience setting policy and standards to help evaluate and establish requirements for the implementation of changes.

You are comfortable leading and coordinating a team to anticipate and investigate problems, implement solutions, and take preventative measures. Within a team, you are quick to identify and rectify problems, and provide effective, lasting feedback.

Taking accountability for issues is important to you, as is excellent customer outcomes, which is why you are always proactive in your search for potential problems.

We value diversity and inclusion and actively encourage and welcome applications from all communities. Everyone here gets the support to develop their skills and capabilities as well as benefits that help to make the most of life in and out of work, including a Civil Service pension.

Use your talent and experience to shape our nation's future, and deliver tangible improvements to millions of lives, including your own.

Closing date: 2 March 2026.