Problem Manager

At Microlise, we're passionate about delivering reliable technology and exceptional service to our customers. We're looking for a Problem Manager to join our Support Services team and help drive service stability, reduce repeat incidents and improve the overall customer experience.

This is a key role focused on identifying recurring issues, leading root cause analysis and working closely with Service Desk, TechOps, Engineering, Product and wider technical teams to make sure problems are understood, actioned and resolved effectively.

You’ll play an important part in helping us move from reactive incident handling to a more proactive approach to service improvement, using data, collaboration and clear communication to prevent issues from recurring and support long-term operational performance.

If you're naturally curious, enjoy solving complex problems and are passionate about driving continuous improvement, we'd love to hear from you.

What you’ll be doing:

• Own and manage the end-to-end Problem Management process for high-priority incidents.
• Review major incidents to identify where problem records, root cause investigations or preventative actions are required.
• Coordinate Root Cause Analysis and post-incident reviews, ensuring actions, owners and due dates are clearly documented.
• Track corrective and preventative actions through to completion, escalating blockers where needed.
• Ensure workarounds, known errors and permanent fixes are documented and communicated to relevant teams.
• Produce and review weekly incident trend analysis to identify recurring issues, emerging risks and opportunities for improvement.
• Create and maintain a prioritised list of key problems, focusing on areas with the greatest opportunity to reduce incident volume and customer impact.
• Work closely with Service Desk, TechOps, Engineering and Product teams to identify permanent fixes and service improvements.
• Provide clear updates on problem status, risks, actions and progress to operational stakeholders.
• Chair or facilitate problem review meetings, ensuring accountability and alignment across teams.
• Identify opportunities to improve processes, tooling, knowledge articles, escalation routes and support readiness.
• Promote a culture of ownership, learning and continuous improvement across operational and technical teams.

You’ll thrive in this role if you have:

• Significant Problem Management experience in a complex IT environment.
• Experience working in a Service Desk, IT Support, Service Operations or IT Service Management environment.
• A strong understanding of Problem Management, Incident Management and Root Cause Analysis principles.
• Experience analysing incident trends, service performance data and operational reports.
• Strong analytical and problem-solving skills, with the ability to identify patterns and recommend practical improvements.
• Excellent stakeholder management and communication skills.
• Confidence coordinating cross-functional technical teams and driving actions through to completion.
• A proactive, forward-thinking approach to service improvement.
• The ability to manage competing priorities and remain resilient in a fast-paced operational environment.
• A customer-focused and outcome-driven mindset.
• Experience using ServiceNow or a similar ITSM tool.
• ITIL Foundation or equivalent service management experience would be desirable.

Why Microlise?

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose and Tesco.

Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

Benefits include:

• Full support and training to ensure you are well equipped to succeed in your role.
• Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more.
• 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service (pro rata).
• Life Assurance, 4 times your annual salary.
• Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway.
• Invested in employee health and well-being with over 20 mental health first aiders in the business.
• Employee Assistance Programmes.
• Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives.
• Great Place to Work certified.
• Best Workplace in the UK for Development, Technology, Wellbeing and Women.

Recruitment Process:

For successful candidates, interviews will take place whilst the advert is still live; so don’t delay getting your application in!

Recruitment Agencies:

Whilst we make every effort to directly source candidates for our live roles, we do have a very small preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers.