IT Problem Manager

5 days ago

London Area, United Kingdom DGH Recruitment Full time £40,000 - £60,000 per year

IT Problem Manager - London (3 days) - Permanent

A fantastic opportunity has arisen for an IT Problem Manager to join our London based law firm on a permanent basis.

Key Responsibilities

  • Own and manage the full problem management process, aligned with ITIL v4
  • Identify and investigate root causes through structured RCA sessions
  • Maintain the Known Error Database and implement preventative measures
  • Drive continual service improvement based on insights and trends
  • Act as primary coordinator for major incidents and lead incident response
  • Facilitate incident bridges, ensuring timely resolution and effective communication
  • Conduct Post-Incident Reviews and ensure follow-up actions are tracked
  • Monitor incident trends and produce regular reporting for stakeholders
  • Support change management processes including risk/impact assessments
  • Participate in CAB/TCAB meetings and ensure adherence to governance standards
  • Help ensure changes are implemented with minimal disruption to services

Key Experience & Skills Required

  • Proven experience in IT Service Management, ideally within legal or large enterprise
  • Strong knowledge of ITIL v4 (Foundation certificate essential)
  • Familiarity with Problem, Incident & Change Management best practices
  • Hands-on experience using ITSM tools (e.g. ServiceNow, BMC Remedy, Cherwell)
  • Excellent analytical, communication, and stakeholder engagement skills
  • Calm under pressure, highly organised, and confident leading in fast-paced environments
  • Strong reporting/documentation skills and a continuous improvement mindset

IT Problem Manager - London (3 days) - Permanent

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