IT Problem Lead
Compass Group UK & Ireland | Digital & Technology
The opportunity
We are looking for an experienced Problem Lead to take ownership of the problem management practice across Compass Group UK & Ireland Digital & Technology.
This is a key leadership role within Service Operations, focused on preventing recurring incidents, reducing business impact and improving service reliability. You will turn incident trends, major incident findings and known errors into structured, evidence-based corrective action.
Working across Incident Management, SRE, Engineering, Infrastructure & Cloud, Change, Product and Service Ownership, you will establish a proactive problem management approach that identifies underlying causes, strengthens accountability and delivers measurable improvements.
What you'll be doing
Owning the problem management process, governance framework, backlog, prioritisation and reporting rhythm.
Leading structured problem investigations, root cause analysis and corrective action planning for recurring and major incidents.
Ensuring problem records clearly capture root causes, contributing factors, business impact, actions, owners, deadlines and closure evidence.
Using incident, monitoring, CMDB and service performance data to identify trends, risks and prevention opportunities.
Chairing problem review forums and driving accountability for corrective action completion across resolver teams.
Maintaining accurate known error records, workarounds and links to knowledge management.
Partnering with SRE and Engineering teams to convert reliability issues into prioritised engineering improvements.
Producing executive-ready management information covering problem themes, risks, actions and prevention outcomes.
Driving continuous improvement across problem management processes, standards and ways of working.
What we're looking for
Strong experience of ITIL 4 problem management within a complex technology or service environment.
Proven capability in structured root cause analysis and causal factor analysis.
Experience investigating recurring incidents and major incident outcomes.
A strong analytical mindset, with the ability to interpret incident, service performa...
IT Problem Lead in Birmingham employer: Compass UK & Ireland
As a Cleaning Supervisor at our Defence location, you will join a supportive and inclusive work culture that values your contributions and encourages personal growth. We offer flexible part-time hours, competitive benefits, and a commitment to recognising and rewarding hard work, making it an ideal environment for those seeking meaningful employment while advancing their careers.
