Problem & CSI Manager- Energy Client Experience Required

Job Title: Problem & CSI Manager- Energy Client Experience Required

Location: London, UK (2Days/Week Onsite)

Duration: 6Months+

Rate: 600GBP/Day Inside IR35

Role Overview

We are currently hiring a Problem & Continual Service Improvement (CSI) Manager for a leading energy client.

The role will support the Senior Problem Manager in developing, embedding and maturing Problem Management and Continual Service Improvement capabilities across a complex multi-supplier SIAM environment.

You will be responsible for identifying recurring service issues, conducting and facilitating root cause analysis, driving remediation actions and supporting continual improvements to service resilience and availability.

Key Responsibilities

• Support the Senior Problem Manager in implementing and continuously improving the end-to-end Problem Management process.
• Manage both reactive and proactive Problem Management activities.
• Lead/support Root Cause Analysis (RCA) using structured methodologies such as 5 Whys.
• Support and facilitate Post-Incident Reviews (PIRs) following P1 and P2 major incidents.
• Ensure Major Incident findings are transferred effectively into Problem Management.
• Produce high-quality Major Incident Problem Reports, including technical RCA, business impact and remediation actions.
• Track problem records, corrective actions and remediation through to closure.
• Work closely with internal technology teams, suppliers and third-party service providers to drive resolution and prevent recurrence.
• Support supplier Problem Reviews and ensure outstanding actions are followed up and escalated where required.
• Maintain and improve the Known Error Database (KEDB).
• Support the integration of Problem Management with Incident, Change and Service Transition Management.
• Develop and maintain Problem Management KPIs, SLAs and reporting.
• Support the development of ServiceNow Problem Management workflows, dashboards and knowledge bases.
• Identify service trends and recurring issues and translate them into measurable Continual Service Improvement (CSI) initiatives.
• Support governance forums and provide clear management information to senior stakeholders.
• Contribute to ITIL capability assessments and overall Problem Management process maturity.

Essential Skills & Experience

• Strong commercial experience in Problem Management / IT Service Management.
• Proven experience conducting Root Cause Analysis (RCA) and implementing corrective actions.
• Strong experience with P1/P2 Major Incidents and Post-Incident Reviews (PIRs).
• Strong understanding of ITIL Problem Management and Continual Service Improvement (CSI).
• Hands-on experience with ServiceNow Problem Management.
• Experience managing Known Error Databases (KEDB).
• Experience working within a SIAM / multi-supplier environment.
• Strong supplier management and governance experience.
• Experience tracking remediation actions and driving problems through to closure.
• Experience developing Problem Management KPIs, SLAs and dashboards.
• Strong stakeholder management and communication skills, including communicating technical issues to senior/business stakeholders.
• Experience improving and maturing Problem Management processes and governance.

Priyanka Sharma

Senior Delivery Consultant

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