Enterprise Service Delivery Problem Manager

The Problem Manager leads enterprise Problem Management by partnering with Product and Technology teams to identify, investigate, and eliminate the root causes of recurring incidents and service disruptions. This role improves service reliability and operational stability through root cause analysis, trend identification, problem governance, cross-functional remediation, and continuous service improvement.

KNOWLEDGE AND EXPERIENCE

• Deep knowledge of ServiceNow, including Incident, Problem, Change, Knowledge, CMDB, and Service Management processes.

• Demonstrated experience transforming and maturing Problem Management programs.

• 5+ years of experience in IT Service Management, Operations, Incident Management, Problem Management, or Service Delivery.

• Experience conducting root cause analysis and leading cross-functional investigations.

• Experience working in ITIL-based environments.

EDUCATION

• Bachelor’s degree in information technology, Business, or related field preferred.

• ITIL certification is preferred.

• Lean Six Sigma, Project Management, or ServiceNow certifications are a plus.

• Lead root cause analysis for major, recurring, and high-impact incidents.

• Manage Problem Records, Known Errors, workarounds, and corrective actions in ServiceNow.

• Analyze incident trends and identify recurring issues requiring long-term remediation.

• Facilitate cross-functional Tiger Teams to investigate and resolve chronic issues.

• Ensure remediation plans are developed, tracked, and completed.

• Drive knowledge management, SOP creation, and operational documentation.

• Partner with Infrastructure, Applications, Security, and Operations teams to improve service stability.

• Develop and report metrics related to recurring incidents, outages, and problem resolution effectiveness.

• Identify chronic service issues and systemic weaknesses.

• · Drive initiatives focused on reducing outages, service disruptions, and operational risk.

• · Develop and manage remediation plans for identified problems.

• · Track corrective actions through completion.

• · Escalate overdue actions and unresolved risks to leadership.

• · Validate effectiveness of implemented solutions and confirm recurrence risk has been mitigated.