At a Glance
- Tasks: Lead problem management to minimise IT incidents and enhance service quality.
- Company: Join a reputable agency committed to high-quality public service.
- Benefits: Competitive salary, supportive environment, and opportunities for professional growth.
- Other info: Empower teams to flourish and deliver excellent outcomes for the public.
- Why this job: Make a real impact by improving IT services and driving continuous improvement.
- Qualifications: Experience in problem management and strong communication skills.
The predicted salary is between 35663 - 35663 £ per year.
Problem Manager
Reporting to the DVSA Service Assurance Manager, providing effective, efficient and customer centric problem management, including the maintenance of policies, processes, procedures, and standards in support of User Services and DVSA objectives and strategy.
The purpose of the Problem Management Lead role is to continuously drive forward and minimise the adverse impact of incidents and problems on the business caused by errors within the IT Infrastructure.
The Problem Management Lead will assist with enhancing the reputation of IT by helping with reducing the volume of incidents being raised from reoccurring issues. (both proactive and reactive) across the technology estate, coordinating the necessary activities to ensure problem resolution in a timely manner, minimising the adverse impact on business operations and implementing problem remedies to prevent future incidents.
The Problem Management Lead ensures a coordinated cross-team effort, managing escalations, and communications across all parties.
The role is also responsible for conducting reviews following the resolution of major incidents or problems to contribute to the delivery and operation of high-quality services through which business objectives and goals are met.
Your responsibilities will include, but aren’t limited to
- Responsible for ensuring that all MIR (Major Incident Reviews) are held and discussed to ascertain what went well, what could have been done better and highlight any outstanding actions.
- Responsible for building and delivering a suite of MI reports, with the help from Incident Management, to the Service Assurance Manager – includes creation of performance reports, analysing metrics, making recommendations for process improvement as set out in the Problem Management Process to the Service Assurance Manager
- Creates trend analysis reports to proactively identify problems and monitors actions to investigate and resolve recurring problems in systems and services; implement agreed remedies and preventative measures.
- Custodian of all process, policy and working practices used in Problem Management for all services provided by the business.
Form a working relationship with business operational teams to ensure continuous high performance and improvements.
- Drive Continuous Service Improvement activities to identify and deliver opportunities to improve process.
- Promote sharing of best practices and knowledge regarding problem management across Tech Services, aligning to the ISO20000 standards.
- Provides supporting information so that Service Managers can hold suppliers/ 3rd parties to account according to contractual obligations about resolving problems and the provision of information and data to restore service.
- Demonstrate leadership by providing guidance to staff to support the delivery ofobjectives.
Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
- Communicate with all major internal stakeholders to understand and meet their businessobjectives.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need.
We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
For further information on the role, please read the attached role profile.
Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process.
This job advert will detail exactly what will be assessed during the recruitment process.
- Proud member of the Disability Confident employer scheme
Salary: £35,663 - £35,663 Hours: Full-time Location: Newcastle-upon-Tyne Job type: Permanent Posting date: 5 Aug 2026 Closing date: 16 Aug 2026
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Problem Manager in Newcastle upon Tyne employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Problem Manager in Newcastle upon Tyne
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Allscreens Nationwide Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Allscreens Nationwide Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Allscreens Nationwide Ltd!
✨Direct Apply to Allscreens Nationwide Ltd
Let's not forget to apply directly through the Allscreens Nationwide Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Problem Manager in Newcastle upon Tyne
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Allscreens Nationwide Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Allscreens Nationwide Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
