Problem Manager in Liverpool

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.

You’ll Make An Impact By

• Developing, implementing, and maintaining the Problem Management process in alignment with ITIL best practices and Intact requirements.
• Identifying and logging problems through the analysis of incident data, trends, and patterns.
• Conducting thorough root cause analysis to establish the underlying causes of IT problems and implementing action plans to resolve issues and prevent recurrence, holding the Platform Owners accountable.
• Coordinating problem resolution activities with Service Desk, Incident Management, Change Management, and other IT teams to ensure effective and timely outcomes.
• Maintaining accurate and up‑to‑date documentation of all Problem Management activities, including problem records, known errors, and workarounds, while providing clear communication to stakeholders on progress and status.
• Generating and presenting regular reports on Problem Management metrics, trends, and outcomes, and identifying opportunities to improve the efficiency and effectiveness of the Problem Management process.

Your Skills And Experience

• You will have experience within a Financial Services organisation and ideally ITIL qualifications.
• Good experience in IT Problem Management or a related ITIL discipline, with hands‑on use of ITIL service management tools such as ServiceNow or similar platforms.
• Ideally you will either have an Infrastructure Support or Software application management background.
• Considerable understanding of IT Service Management processes, including Problem Management, Change Management, and Configuration Management, supported by experience in a large enterprise‑level IT environment.
• Analytical and problem‑solving skills with the ability to perform root cause analysis and develop effective solutions, supported by in‑depth technical knowledge of IT infrastructure, applications, and systems including networking, servers, databases, and software.
• Excellent written and verbal communication skills with the ability to clearly convey complex technical information to a non‑technical audience, and proven ability to work effectively in a collaborative team environment.

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.