Problem Manager 13 views

473803 Problem Manager

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Sunday 16th August 2026

📍 Location: Bristol, Swansea, Leeds, Nottingham, Newcastle-upon-Tyne, Oldham (Chadderton), Birmingham (Garretts Green) or Uxbridge. (This role is suitable for hybrid working)

💷 Salary: £35,663 – Employees based at Uxbridge will receive a London Weighting allowance of £4,000. This allowance will continue when the location moves to Yeading.
A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

🏆️ Available Positions: 1

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.

Top Responsibilities

• 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.

For more information on the role and responsibilities please see the full job advert on CS Jobs using the link provided.

Benefits

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.

About You

To be successful in this role you will need to have the following experience:

• The post holder should have experience of working in an IT Service environment.
• Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement.
• Experience of people management, both directly and virtually.
• Strong communication skills both oral and written, Self-motivated and pro-active, with the ability to remain calm under pressure.   
• Understanding of operational environments and experienced in solving complex problems and concepts by gathering and analysing information using comprehensive tools and techniques, using data to formulate plans, and identifying and analysing options to assess feasibility and operational impact.
• Methodical approach to detail with good analytical skills and work to tight deadline with proven experience of coordinating and engaging extensively with multiple stakeholders at all levels.
• Experience in problem management as a service operation.

Essential Qualifications/Licenses

You may hold or be willing to work towards the following qualifications:

1. ITIL V4 Foundation
2. Knowledge of ISO 20000 standards

You will be required to provide evidence that you hold any essential qualifications/licenses at some point during the recruitment process. If you cannot provide evidence, your application will be withdrawn.

How to Apply

👉 Read the full description and apply here: https://bit.ly/4fAEq2c

This vacancy closes at 23:55 on Sunday 16^th August 2026