Track Manager - Problem Management, ServiceNow

Job Summary

Owns end‑to‑end Problem Management operations across a multi‑service‑provider landscape, coordinating impact assessment, RCA, solution approval, and progression to resolution.\r\n Drives service stability and root‑cause elimination by identifying trends, performing major problem reviews, managing cross‑vendor dependencies, and ensuring timely RCA and SLA compliance.\r\n Leads continuous improvement and governance through consolidated reporting, KPI/SLA reviews, process enhancements within the ITSM platform, and guidance and training for service providers.

Key Responsibilities

Responsible for end‑to‑end ownership of Change Management operations across a multi‑service‑provider environment, ensuring effective impact assessment, risk management, and process compliance. Leads CAB and emergency change governance, coordinates cross‑vendor change implementations, and drives continuous improvement through KPI reviews, audits, reporting, and process enablement within the ITSM platform.

Skill Requirements

Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills\r\n Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills\r\n Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve\r\n Supervisory skills and the ability to leverage support from other parts of the organization\r\n Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.\r\n Understanding of Technologies & ITSM Tool\r\n Coordination, negotiation, and persuasion skills\r\n

Other Requirements

ITIL Certified