Problem Manager
About The Position
As a Problem Manager at the Student Loans Company, you will play a pivotal role in delivering a high‑performing, value‑driven Problem Management service. You will oversee the governance of all problems across the IT directorate, ensuring issues are identified, prioritised and progressed effectively. Working closely with internal teams, external suppliers and stakeholders, you will coordinate collaborative action plans, lead post‑major‑incident problem activity, and champion continual service improvement. Your work will directly support the stability, resilience and optimisation of SLC’s technology services.
Requirements
- Demonstrable understanding of Service Management Framework principles and how to apply them in operational environments.
- Clear and effective communication skills, with the ability to engage stakeholders and represent the service confidently.
- Proven problem‑solving capability using data, user feedback and trend analysis to identify and address root causes.
- Demonstrable experience engaging diverse teams to gather insights, share knowledge and support transparent decision‑making.
- Ability to analyse processes, identify improvement opportunities and support continual service initiatives.
- Broad technical understanding across core IT concepts, with the ability to apply this knowledge with guidance.
- User‑focused mindset, able to understand user needs and balance competing priorities.
- Awareness of value‑delivery and optimisation techniques such as LEAN or similar methodologies.
- Right to work in the UK.
Responsibilities
- Oversee the governance of all problems across the IT directorate, ensuring issues are identified, prioritised and progressed effectively.
- Coordinate collaborative action plans with internal teams, external suppliers and stakeholders.
- Lead post-major-incident problem activity.
- Champion continual service improvement.
- Support the stability, resilience and optimisation of SLC’s technology services.
Benefits
- A Civil Service Pension with an employer contribution of 28.97%
- 28 days annual leave plus 8 public holidays
- Option to buy/sell annual leave
- Flexi-time and enhanced flexible working options available
- Life insurance cover for 4 x annual salary
- Enhanced company sick pay and family leave including maternity, paternity and adoption
- Contributory lifestyle benefit options including discounts at hundreds of retailers
- Cycle to work scheme
- Access to the Civil Service Sports and Leisure Club for discounted gym memberships
- Optional dental insurance scheme
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
