Problem Manager

At CGI we help organisations build more resilient reliable IT services that enable critical operations and deliver lasting value. As an IT Problem Manager you will play a pivotal role in improving service stability preventing recurring incidents and driving meaningful improvements for our clients. Youll have the opportunity to take ownership of complex challenges introduce innovative approaches to problem resolution and influence service excellence across collaborative teams. Working alongside experienced professionals youll be empowered to share ideas develop your expertise and make a measurable difference to the quality and resilience of the services we deliver.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK Best Employer by the Financial Times. We offer a competitive salary excellent pension private healthcare plus a share scheme (3.5% 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector including our Armed Forces and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and youll be part of an open friendly community of experts. Well train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid postion. You will be based in either Bridgend or Chippenham/Corsham.

This opportunity is a 18Month Fixed Term Contract.

In this role you will take ownership of the end-to-end Problem Management lifecycle ensuring IT services remain stable resilient and continually improving. Youll lead the investigation of recurring incidents coordinate root cause analysis and drive sustainable solutions that reduce disruption and enhance the client experience. Working across Service Delivery Incident Management Change Enablement and technical teams youll have the autonomy to shape improvements challenge existing practices and deliver measurable service outcomes.

Youll also play an important role in strengthening governance developing meaningful performance insights and supporting colleagues to deliver consistent high-quality Problem Management practices. Through collaboration knowledge sharing and continuous improvement youll help build a proactive service culture where issues are identified early lessons are embedded and teams are supported to deliver lasting results.

Key responsibilities include:
- Lead & Own Problem Management: Manage the full ITIL-aligned Problem Management lifecycle including problem identification prioritisation root cause analysis known error management and resolution tracking.
- Investigate & Resolve: Coordinate technical teams to identify underlying causes of recurring incidents implement effective workarounds and deliver permanent solutions.
- Drive Service Improvement: Identify trends maintain the Continual Service Improvement (CSI) register and contribute to Service Improvement Plans that enhance service reliability.
- Strengthen Governance: Lead monthly Problem Review Boards manage problem backlogs and ensure overdue actions ageing records and risks are proactively addressed.
- Monitor & Report Performance: Develop consistent dashboards and reporting to track SLAs KPIs root cause resolution times recurring incidents and known errors.
- Collaborate & Influence: Work closely with Service Delivery Managers clients Service Desk teams and technical specialists to communicate findings manage escalations and progress improvements.
- Optimise Knowledge Management: Maintain accurate Known Error Database (KEDB) records root cause documentation and knowledge articles ensuring lessons learned are accessible and actionable.
- Coach & Support Colleagues: Provide guidance to Problem Coordinators delegate appropriate activities and promote consistent application of Problem Management standards.
- Maintain Quality & Compliance: Ensure processes documentation and governance activities align with ITIL best practices ISO9001 ISO27001 and contractual requirements.
- Champion Proactive Problem Management: Analyse incident trends contribute to Major Incident Reviews and identify opportunities to prevent future service disruption.

To succeed in this role you should have proven experience in IT Problem Management within a structured IT service management environment with a strong understanding of ITIL processes and service governance. Youll be confident managing complex investigations influencing technical and business stakeholders and translating service data into practical improvements. Experience using BMC Remedy/Helix is important alongside strong analytical communication and organisational skills. Youll bring a proactive collaborative approach taking accountability for outcomes while supporting colleagues and continuously looking for better ways to deliver services.

Essential skills and experience:
- IT Problem Management: Proven experience managing the end-to-end Problem Management lifecycle within an ITIL-aligned environment.
- BMC Remedy/Helix: Practical experience using BMC Remedy or BMC Helix for problem records workflow management reporting and service management activities.
- Root Cause Analysis: Strong experience coordinating investigations identifying underlying causes and driving corrective and preventative actions.
- ITIL Knowledge: Good understanding of ITIL principles particularly Problem Incident Change Enablement and Knowledge Management.
- Service Improvement: Demonstrable ability to identify recurring incident trends recommend improvements and support continual service improvement initiatives.
- Governance & Reporting: Experience managing problem backlogs leading review meetings and producing meaningful SLA KPI and service performance reports.
- Stakeholder Engagement: Strong communication and relationship management skills with the ability to influence technical teams service managers and clients.
- Leadership & Collaboration: Experience coaching colleagues coordinating cross-functional activities and managing complex escalations.
- Quality & Compliance: Awareness of ISO9001 ISO27001 and the importance of maintaining accurate auditable process documentation.

• Detail-oriented
• KPI/SLA monitoring
• Problem Management
• Process Management
• Records Management
• Service Level Management (SLM)
• Stakeholder management
• Mentoring and coaching

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.