Problem Manager Specialist

Job Req ID:  1017
Posting Date:  20-Sep-2022
Function:  Customer Service

Snowhill, Birmingham, United Kingdom

Salary:  Competitive

About BT


BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.


About this role


Service Management in Technology acts independently of both the Networks and Digital units. We operate in a dynamic diverse and inclusive space and have a real focus on developing our people and helping them with their career progression.


You will be responsible for managing and operating an industry best practice Problem Management function working across the platforms and services for our products, improving the availability and reliability of these products and delivering the best experience for our customers.


Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. The purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.



You'll have the following responsibilities:


  • Accountable for owning high priority problem records where there is a risk to brand damage and/or significant customer impact
  • Own and create comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high risk to service, brand damaging incidents
  • Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers
  • Supporting a team of problem manager professionals to develop and become more effective through coaching to enable the team to deliver their goals
  • Focus on the continuous improvement of process and working practices in the team to ensure high performance and value outcomes are delivered
  • You will govern and be the champion for the application of best Problem Management practice on ServiceNow across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams
  • Supporting the shaping and delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals
  • Own and drive proactive problem management using data and insights to identify and deliver interventions that reduce incidents and improve service for our customers
  • Holding and continually developing an advanced technical and service knowledge of the Platforms that your role supports
  • Accountable for the Problem Management readiness for new services/platforms



You'll have the following skills & experience:


Must Have:


  • Knowledge of Problem Management Process methodologies and techniques.
  • Excellent stakeholder relationship and communication skills.
  • Strong leadership in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process and delivery of improvement initiatives.
  • Improvement focus - a focus on continous learning and development in yourself and for your team to improve processes and make things more efficient.
  • Story-telling with data - strong analytical skills to be able to inform and create intuitive, impactful views that drive required interventions and improvements.
  • ITIL 4 foundation level knowledge
  • A broad understanding of the key Service Management functions


Nice to have:


  • ITIL 4 foundation level accreditation, however training to achieve qualification will be provided
  • Experience of the Problem Management, Change Enablement  and/or Incident Management practices
  • Business improvement experience including continuous improvement 
  • ServiceNow experience
  • Knowledge of data analytics




  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • 50% off BT and EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans


About BT

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..