Problem Manager (IT)

At CGI, we help organisations build more resilient, reliable IT services that enable critical operations and deliver lasting value. As an IT Problem Manager, you will play a pivotal role in improving service stability, preventing recurring incidents and driving meaningful improvements for our clients. You'll have the opportunity to take ownership of complex challenges, introduce innovative approaches to problem resolution and influence service excellence across collaborative teams. Working alongside experienced professionals, you'll be empowered to share ideas, develop your expertise and make a measurable difference to the quality and resilience of the services we deliver. CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ?Best Employer? by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you?ll be part of an open, friendly community of experts. We?ll train and support you in taking your career wherever you want it to go. Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid postion. You will be based in either Bridgend or Chippenham/Corsham. This opportunity is a 18Month Fixed Term Contract. Candidate profile: In this role, you will take ownership of the end-to-end Problem Management lifecycle, ensuring IT services remain stable, resilient and continually improving. You'll lead the investigation of recurring incidents, coordinate root cause analysis and drive sustainable solutions that reduce disruption and enhance the client experience. Working across Service Delivery, Incident Management, Change Enablement and technical teams, you'll have the autonomy to shape improvements, challenge existing practices and deliver measurable service outcomes. You'll also play an important role in strengthening governance, developing meaningful performance insights and supporting colleagues to deliver consistent, high-quality Problem Management practices. Through collaboration, knowledge sharing and continuous improvement, you'll help build a proactive service culture where issues are identified early, lessons are embedded and teams are supported to deliver lasting results. Key responsibilities include:

• Lead & Own Problem Management: Manage the full ITIL-aligned Problem Management lifecycle, including problem identification, prioritisation, root cause analysis, known error management and resolution tracking.
• Investigate & Resolve: Coordinate technical teams to identify underlying causes of recurring incidents, implement effective workarounds and deliver permanent solutions.
• Drive Service Improvement: Identify trends, maintain the Continual Service Improvement (CSI) register and contribute to Service Improvement Plans that enhance service reliability.
• Strengthen Governance: Lead monthly Problem Review Boards, manage problem backlogs and ensure overdue actions, ageing records and risks are proactively addressed.
• Monitor & Report Performance: Develop consistent dashboards and reporting to track SLAs, KPIs, root cause resolution times, recurring incidents and known errors.
• Collaborate & Influence: Work closely with Service Delivery Managers, clients, Service Desk teams and technical specialists to communicate findings, manage escalations and progress improvements.
• Optimise Knowledge Management: Maintain accurate Known Error Database (KEDB) records, root cause documentation and knowledge articles, ensuring lessons learned are accessible and actionable.
• Coach & Support Colleagues: Provide guidance to Problem Coordinators, delegate appropriate activities and promote consistent application of Problem Management standards.
• Maintain Quality & Compliance: Ensure processes, documentation and governance activities align with ITIL best practices, ISO9001, ISO27001 and contractual requirements.
• Champion Proactive Problem Management: Analyse incident trends, contribute to Major Incident Reviews and identify opportunities to prevent future service disruption.

Required qualifications to be successful in this role To succeed in this role, you should have proven experience in IT Problem Management within a structured IT service management environment, with a strong understanding of ITIL processes and service governance. You'll be confident managing complex investigations, influencing technical and business stakeholders, and translating service data into practical improvements. Experience using BMC Remedy/Helix is important, alongside strong analytical, communication and organisational skills. You'll bring a proactive, collaborative approach, taking accountability for outcomes while supporting colleagues and continuously looking for better ways to deliver services. Essential skills and experience:

• IT Problem Management: Proven experience managing the end-to-end Problem Management lifecycle within an ITIL-aligned environment.
• BMC Remedy/Helix: Practical experience using BMC Remedy or BMC Helix for problem records, workflow management, reporting and service management activities.
• Root Cause Analysis: Strong experience coordinating investigations, identifying underlying causes and driving corrective and preventative actions.
• ITIL Knowledge: Good understanding of ITIL principles, particularly Problem, Incident, Change Enablement and Knowledge Management.
• Service Improvement: Demonstrable ability to identify recurring incident trends, recommend improvements and support continual service improvement initiatives.
• Governance & Reporting: Experience managing problem backlogs, leading review meetings and producing meaningful SLA, KPI and service performance reports.
• Stakeholder Engagement: Strong communication and relationship management skills, with the ability to influence technical teams, service managers and clients.
• Leadership & Collaboration: Experience coaching colleagues, coordinating cross-functional activities and managing complex escalations.
• Quality & Compliance: Awareness of ISO9001, ISO27001 and the importance of maintaining accurate, auditable process documentation.