Problem Manager

JOB TITLE: Problem Manager     

LOCATION(S): Manchester, Leeds or Halifax

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

Lloyds Banking Group is pleased to present an outstanding opportunity for a committed and driven Problem Manager to become part of our dynamic Problem Management team within Operations & Service Enablement (O&SE). Our colleagues within O&SE work closely with a variety of technical & business teams and partners to support and protect important Lloyds Banking Group (LBG) Systems and services. The availability of these services is fundamental to enable LBGs strategic objective to Help Britain Prosper!

This role sits at the core of our mission to provide world-class service improvement and operational resilience. In the role of Problem Manager, responsibility includes fostering collaboration across teams and generating high-quality root cause data and insights from technology incidents.

The Problem Management team has direct oversight to ensure

• Investigations occur after a Service Impacting IT incident.

• All key findings are identified.

• Actions are taken that avoid a repeat and prioritise improved customer and colleague experience of our technology service.

• Factual and timely reporting to Execs.

• Accurate use of the wider Problem Management process.

Why Lloyds Banking Group

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

What you’ll need

Please don’t be discouraged if you don’t meet every requirement, we value candidates who show enthusiasm, as strong desire to learn, and can bring additional attributes beyond their technical expertise.

• Curiosity to dig deep and understand the true root cause and why it happened.

• High level of care and a precise attention to detail.

• Confidence in leading and controlling large meetings.

• Understanding the importance of crafting Psychological Safety to encourage colleagues to openly discuss findings.

• Boldness to challenge the status quo to ensure the best possible customer outcomes.

• Ability to manage and progress a workload independently.

• Ability to deal with conflict or challenge, maintaining an independent view of the circumstances.

• Flexibility to support colleagues as needed.

• Proactive in managing workload and self-selecting work to support the team.

It would be great if you also had

• ITIL v4 Foundation

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.