# Problem Performance Manager

**Company**: Marks & Spencer
**Location**: United Kingdom
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Retail

**Apply**: https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/140508?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_036c2c33-4c3

## Description

The Problem Performance Manager role is part of the D&T Service Management organisation, focusing on continuous improvement and optimisation of the Problem Management practice.

You will lead detailed analysis, identification, and delivery of Problem Management practice improvements, working closely with Service Management colleagues, Service Assurance Managers, and DevOps teams.

Key responsibilities:

- Lead improvements to Problem Management across assigned products and services

- Monitor performance metrics and report progress, insights, and improvement opportunities

- Provide Problem Management expertise and coach teams in root cause analysis

- Support the development and delivery of the Problem Management practice and technology roadmaps

- Collaborate with cross-functional stakeholders to align objectives and address recurring problems

Requirements:

- Deep knowledge of ITIL Service Management best practices and Problem Management

- Experience in high-velocity DevOps environments and with ITSM and DevOps platforms

- Strong collaboration, stakeholder-management, and communication skills

Benefits include:

- 20% colleague discount on M&S products

- Competitive holiday allowance

- Discretionary bonus schemes

- Strong pension and life assurance

- Tailored induction and training

- Exclusive perks and savings through M&S Choices portal

- Market-leading family policies

- 24/7 wellbeing support

- One paid volunteer day a year

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## Skills

### Required
- ITIL Service Management
- Problem Management
- root cause analysis
- DevOps
- ServiceNow
- BMC Helix
- Jira

### Nice to have
- Retail
- Spanish

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Source: [Apply at fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com](https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/140508?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)