Problem Management Lead - 9 month FTC starting April 2026
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Problem Management Lead | 9-Month FTC | Up to £38,000 | Hybrid - Shoreham by Sea
About Focus Group
Focus Group is a £300m+ revenue, 1,300-person MSP backed by Hg Capital and valued at over $1bn. We serve over 30,000 SME customers across the UK and are scaling rapidly — investing in AI, world-class tooling, and the people who make it all work.
The Opportunity
We're looking for a Problem Management Lead to join our Service Operations team on a 9-month fixed-term contract starting April 2026.
This is a hands-on, high-visibility role sitting at the heart of our Operations function. You'll own the end-to-end problem management lifecycle across our core services — driving down incident recurrence, building dashboards in ServiceNow, and turning complex technical analysis into clear insight for senior stakeholders.
What You'll Be Doing
- Designing & owning the full problem management process, from detection and registration to resolution and close
- Partnering with 3rd-line teams and suppliers to embed root cause analysis and prevent recurrence
- Monitoring major service outages (MSOs) as incident controller and producing Reason for Outage (RFO) reports
- Coordinating Problem Management dashboards in ServiceNow, tracking all open actions post-High Priority Incident
- Chairing bi-weekly/monthly problem reviews, driving accountability and continuous improvement
- Translating detailed technical analysis into clear communications for senior operational stakeholders
What We're Looking For
- Proven experience in problem or incident management within an ITSM environment
- Strong ServiceNow and Excel reporting skills
- Root cause analysis and critical thinking expertise
- Solid understanding of the relationships between incident, problem, change and knowledge management
- Excellent written and verbal communication skills
- Ability to manage multiple problems simultaneously, both proactively and reactively
The Details
📍 Hybrid - 2/3 days per week in our Shoreham by Sea HQ
💰 Up to £38,000 per annum (pro rata)
📅 9-Month Fixed-Term Contract | Start date April 2026
🛠 ITSM Platform: ServiceNow
Interested? We'd love to hear from you.....