Senior Problem Manager

The Role….

Reporting to the ITSM Manager in the Enterprise Technology function, the Senior Problem Manager is the process owner and driving force behind Dojo's Problem Management framework. You will be responsible for shaping, leading, and continuously evolving the problem management process to improve service stability, resilience, and learning across the organisation. This role goes beyond governance; it's about taking ownership, driving data-informed improvement, and embedding a culture of accountability and proactive problem-solving. You will collaborate closely with Incident Managers, Engineering, and Product teams to ensure every incident drives meaningful root cause analysis, measurable improvements, and long-term prevention.

A key part of your success will come from your ability to work autonomously and proactively, spotting trends, analysing recurring issues, and initiating improvement initiatives independently, demonstrating ownership and accountability without needing direction. Using modern, agile practices and AI-powered analysis, you'll uncover opportunities for optimisation and resilience before they become problems

The Team …
As a key member of our small but growing team, you will use modern, innovative solutions, including AI, and apply agile ways of working to evolve our Incident and Problem Management practices while helping shape their strategic direction. You will also ensure that our Incident and Problem Management toolsets remain fit for purpose and fully aligned with the ongoing business change and roadmap of product releases.

What You will do…

• Act as the Problem Management Process Owner, ensuring the process remains fit for purpose, continuously improved, and aligned with Dojo's agile and AI-driven operating model.

• Partner with Incident Managers to ensure all incidents with significant or repeating impact transition effectively into problem management for structured analysis and follow-up.

• Lead end-to-end root cause investigations for major and recurring incidents, ensuring findings are robust, actionable, and communicated clearly.

• Perform proactive trend and pattern analysis using incident data, metrics, and AI insights to identify systemic weaknesses and opportunities for improvement.

• Drive and lead continuous improvement initiatives with Product, Engineering, and Operations teams to prevent recurrence and strengthen platform reliability.

• Facilitate and evolve problem review forums, ensuring prioritisation, ownership, and follow-through of problem records.

• Maintain visibility of open problem actions, ensuring accountability and measurable delivery of preventative measures.

• Develop and refine KPIs, dashboards, and metrics to track the maturity and effectiveness of problem management.

• Champion clear, high-quality written communication from reports and root cause summaries to exec-level updates that are articulate, digestible, and independently produced to a professional standard.

• Support the Incident Management team during major incidents where necessary, ensuring smooth transition to post-incident learning.

• Contribute to broader process improvement and documentation, ensuring consistency and best-practice adoption across teams.

What You Will Bring…..

• 5+ years' experience in Problem Management or a similar service reliability/operations improvement role.

• 3+ years' experience in IT Service Management, with strong knowledge of ITIL or equivalent frameworks, adapted for agile and DevOps/SRE environments.

• Proven experience acting as a Problem Management process owner, defining, maturing, and embedding the process across teams.

• Demonstrated ability to proactively identify patterns and lead improvements independently, using data and trend analysis.

• Strong understanding of incident and CI/CD change processes, with the ability to connect themes and prioritise improvement work.

• Experience using AI-enabled analytics or automation tools to enhance visibility, prediction, and prevention of recurring incidents.

• Excellent written and verbal communication skills capable of producing clear, structured, and concise reports for executive, technical, and operational audiences.

• Confident facilitator who can influence across multiple teams and drive alignment on problem ownership and action plans.

• A growth mindset is curious, collaborative, and motivated to improve continuously.