IT Problem Manager

In this role you will lead Surrey County Council's Problem Management, shaping and maturing the Practice within the Halo ITSM platform. You will coordinate across technical, service delivery, security and supplier teams to reduce recurring incidents and drive service improvements. The position sits at the intersection of IT operations and business outcomes, directly impacting resilience, stability and resident experience. You join a collaborative, transformation‑minded IT & Digital Service focused on delivering reliable public services.

• 26 days holiday (rising to 28/31)
• hybrid working (min 2 days in office)
• pension scheme
• carer’s leave and volunteering days
• Employee Assistance Programme (EAP)
• learning and development hub

• Own and develop the Problem Management function across a large technology estate
• Lead root cause analysis investigations and implement permanent solutions
• Manage known errors and drive continual service improvements
• Chair problem review meetings and coordinate cross‑functional teams
• Utilise service data and trends to identify risks and reduce repeat incidents
• Embed mature Problem Management within the Halo ITSM platform and with suppliers
• Influence stakeholders at all levels to drive service reliability and performance

• Significant experience managing and developing Problem Management in a complex IT environment
• ITIL Foundation certification (or equivalent knowledge) with understanding of Incident, Problem and Change Management
• Proven experience leading RCA investigations and driving permanent service improvements
• Experience collaborating with technical teams, suppliers and stakeholders to resolve complex issues
• Strong analytical skills to interpret service data and identify preventive actions
• Excellent communication and stakeholder management with a customer-focused approach

• collaboration
• stakeholder management
• communication
• ITIL Foundation/ITIL practices
• Root Cause Analysis (RCA)
• Problem, Incident and Change Management