Lead Problem Manager

Intact Insurance is the new name for RSA in the UK, Ireland, and across Europe. It’s a new name and a new way to do business. Backed by global expertise and a commitment to service that feels different, we’re focused on making insurance simpler, faster, and more responsive.

Shape the future: We’re leading a transformation in insurance helping people, businesses and society prosper in good times and be resilient in bad times. When you join us, you’re not just taking a job, you’re stepping into a career where you can make a real difference.

Grow with us: We’re customer-driven, community-focused, and committed to helping our people grow. Whether you’re early in your journey or bringing years of experience, we’ll support you with the tools, flexibility, and opportunities to thrive.

Win as a Team: Your role will support problem management process within the ITIL framework, ensuring the identification, analysis, and resolution of IT problems to prevent future incidents and improve overall IT service quality in Intact. Locations we would consider are: Liverpool, Manchester and Horsham.

You’ll make an impact by:

• Leading and maturing the Problem Management function, ensuring the end‑to‑end delivery and continual improvement of the ITIL‑aligned problem management process in line with Intact’s standards and regulatory expectations.
• Identifying and analysing problems through structured review of incident trends, patterns, and operational data, ensuring accurate logging and prioritisation of issues.
• Driving effective root cause analysis and long‑term resolution, developing action plans, implementing preventative measures, and holding Platform Owners and technical teams accountable for timely delivery.
• Coordinating cross‑functional collaboration with Service Desk, Incident, Change, and wider IT teams to ensure efficient problem resolution and seamless handoffs across support processes.
• Maintaining clear documentation and communication, ensuring problem records, known errors, workarounds, and status updates are accurate, current, and communicated effectively to stakeholders and leadership.
• Providing transparent reporting and supporting continuous improvement, producing regular performance and trend reports, identifying enhancement opportunities, and consistently demonstrating behaviours aligned with Intact’s Conduct Framework and FCA Conduct Rules to deliver good customer outcomes.

Your skills and experience:

• Extensive experience in IT Problem Management or a closely related ITIL discipline, with hands‑on use of ITIL‑aligned service management tools such as ServiceNow or equivalent platforms.
• Ideally you will have leadership experience or be developing into a leadership role.
• Excellent understanding of key IT Service Management processes, including Incident, Change, Problem, and Configuration Management, supported by experience working within a large enterprise IT environment within Financial Services.
• Well‑developed analytical and problem‑solving capabilities, with experience in conducting root cause analysis and developing effective, sustainable solutions.
• Solid technical knowledge across IT infrastructure, applications, and systems, including networking, servers, databases, and software, with additional certifications such as COBIT, ISO/IEC 20000, or Six Sigma considered advantageous.
• Excellent written and verbal communication skills, with the ability to convey complex technical information clearly to both technical and non‑technical audiences, and effective collaboration cross functionally.
• High attention to detail with excellent organisational and time‑management skills, ensuring accurate documentation and the ability to manage and prioritise multiple tasks simultaneously.

Why You’ll Love It Here: Being part of our team means you’ll have the support and freedom to bring your best self to work each day. As a permanent member, here’s what you can look forward to:

• Annual discretionary bonus
• Up to 11% pension contributions
• Hybrid working + flexible hours
• 25 days annual leave + bank holidays + buy/sell options
• Health & wellbeing + virtual GP
• Career development and mentoring
• Inclusive culture + employee networks
• Share investment options

Our DEI Commitment: We celebrate individuality and believe our differences make us stronger. We’re proud to foster a culture where everyone feels respected, valued, and empowered to thrive. As an Equal Opportunity and Disability Confident Employer, we ensure fair consideration for all applicants and offer interviews to all disabled candidates who meet the essential criteria. We understand that everyone’s circumstances are different and are happy to explore flexible working options such as reduced hours or job shares to support work–life balance. If you meet the core criteria but not every requirement, we’d still love to hear from you. Let’s explore how this role could support your next career step. If you need adjustments during the recruitment process, just let us know we’re here to support you.