IT Problem Manager Job Reigate area,England UK,IT/Tech

This role has a starting salary of 55,486 per annum, for working 36 hours per week, rising through annual increments to 60,898 per annum.

We are looking for an experienced and passionate IT Problem Manager to join Surrey County Council's IT & Digital Service and help shape the future of Problem Management across our organisation.

This role is based at Woodhatch Place in Reigate. We offer a hybrid working model with a minimum of two office days per week.

Our Offer to You

26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
Option to buy up to 10 days of additional annual leave
A generous local government salary related pension
Up to 5 days of carer's leave and 2 paid volunteering days per year
Paternity, adoption and dependents leave
An Employee Assistance Programme (EAP) to support health and wellbeing
Learning and development hub where you can access a wealth of resources
Wellbeing and lifestyle discounts including gym, travel, and shopping
A chance to make a real difference to the lives of our residents.

About the Role

This is an exciting opportunity for someone who enjoys solving complex service challenges, driving continual improvement and influencing technical teams to deliver outstanding customer outcomes. You will play a key role in reducing recurring incidents, identifying root causes and developing Problem Management capability across a large and diverse technology estate supporting essential public services.

As Surrey County Council continues its digital transformation journey, we are investing in modern service management practices and technology. The successful candidate will be instrumental in establishing and maturing our Problem Management function within our new Halo ITSM platform whilst working with technical specialists, service delivery teams and suppliers to drive measurable service improvements.

As IT Problem Manager, you will take ownership of Surrey County Council's Problem Management function, driving the identification, investigation and resolution of recurring and high-impact IT issues. Working across technical, service delivery, security and supplier teams, you will lead root cause analysis activities, manage known errors and help implement permanent solutions that improve service reliability and performance.

This is a highly collaborative role, requiring you to build strong relationships across IT and Digital Services and influence stakeholders at all levels. You will chair problem review meetings, coordinate cross-functional teams and use service data and trends to proactively identify risks, reduce repeat incidents and support continual service improvement initiatives.

Over the next 12-18 months, you will play a key role in developing and embedding a mature Problem Management practice within Surrey's Halo ITSM platform. Your work will directly contribute to improving the resilience, stability and quality of technology services that support colleagues and residents across the county, making a tangible impact on customer experience and organisational performance.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

Significant experience managing and developing Problem Management processes within a complex IT environment.
ITIL Foundation certification (or equivalent knowledge) with a strong understanding of Incident, Problem and Change Management practices.
Proven experience leading Root Cause Analysis (RCA) investigations and driving permanent service improvements.
Experience working collaboratively with technical teams, suppliers and stakeholders to resolve complex service issues.
Strong analytical skills, with the ability to interpret service data, identify trends and implement preventative actions.
Excellent communication and stakeholder management skills, with a customer-focused approach and commitment to continual service improvement.

To apply, we request that you submit a CV and you will be asked the following questions:

Describe a significant Problem Management initiative you have led. What was the issue, what approach did you take, and what measurable outcomes were achieved?

Provide an example of a complex recurring service issue that required root cause analysis involving multiple technical teams or suppliers. How did you coordinate stakeholders and what was the outcome?

How would you establish and mature a Problem Management practice within a new ITSM platform and organisation where the process is not yet fully embedded?

Problem Management is often dependent on influencing people without direct authority. Tell us about a time you successfully achieved service improvements through stakeholder engagement and relationship building.

Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey.

The job advert closes at 23:59 on Sunday 13th September 2026 with interviews planned…