Job Description

Purpose of the Job

The Problem Management Manager is a senior functional leadership role accountable for enterprise-wide operational stability through proactive identification, governance, and elimination of systemic and recurring incidents across Aramex Digital & Technology. The role owns the Problem Management operating model, Root Cause Analysis (RCA) governance, Known Error management, and preventive remediation programs to reduce operational risk, service disruption, and unplanned work.

Expectation: This role operates as a Senior Manager with cross-functional influence, people leadership accountability, enterprise governance ownership, and commercial responsibility for reliability and stability outcomes.

Job Description

T Stream A – Enterprise Problem Management Strategy & Governance

• Define and own the enterprise Problem Management framework, policies, standards, and operating procedures aligned with ITIL v4 and enterprise governance.
• Establish global RCA standards, quality assurance mechanisms, and governance forums.

Stream B – Systemic Risk & Reliability Governance

• Own systemic operational risk registers, known error databases, and reliability maturity dashboards.
• Partner with Enterprise Architecture, Security, Cloud, and Engineering to influence design standards, resilience patterns, and platform hardening initiatives.
• Provide executive reporting on systemic risk trends, technical debt, and reliability maturity to D&T leadership.

Stream C – Corrective & Preventive Remediation Programs

• Drive cross-functional remediation programs requiring Engineering, Cloud, Security, Vendors, and Product teams.
• Track corrective and preventive actions, ensuring accountability, timelines, and measurable outcomes.

Stream D – Operational Analytics & Business Impact Translation

• Translate operational incidents and trends into quantified business impact (revenue risk, shipment disruption, customer experience impact, productivity loss).
• Provide cost-benefit analysis and investment justification for stability and resilience initiatives.
• Partner with Finance and D&T leadership to prioritize funding based on risk and business impact.

Stream E – People, Capability & Organizational Leadership

• Build and lead Problem Management analysts and reliability practitioners across regions.
• Define capability frameworks, skills matrices, and certification roadmaps for reliability and problem management roles.
• Establish continuous learning and post-incident learning frameworks to embed organizational learning.
• Coach IT Operations, Engineering, and Product teams on problem management discipline and reliability engineering principles.

Stream F – Vendor & Partner Governance

• Govern vendor RCA quality, corrective action commitments, and systemic remediation delivery.
• Ensure vendor operational responsibilities align with enterprise problem governance and escalation policies.

Stream G – Continuous Improvement & Maturity Uplift

• Define Problem Management KPIs, maturity models, and continuous improvement roadmaps.
• Drive automation, tooling integration, and analytics capabilities for proactive problem identification.

Customer:

• Ensure reliable and predictable IT services for logistics operations, digital commerce platforms, corporate productivity, and customer experience channels.
• Reduce business disruption, shipment delays, revenue leakage, and reputational risk due to IT outages.
• Improve operational transparency, executive decision-making, and stakeholder confidence.

Financial Result:

• Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
• Improve cost efficiency through automation, standardized operations, and vendor optimization.

Job Requirements - Experience and Education

• 10+ years in ITSM Problem Management, Reliability Engineering, or Operations.
• Strong RCA methodologies (ITIL, Kepner-Tregoe, SRE, Six Sigma).
• Bachelor’s degree in IT or Engineering.

Certifications:

Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months)

Preferred:

• ITIL v4 Managing Professional modules
• Kepner-Tregoe, Six Sigma, SRE certifications

Leadership Behaviors

Building Outstanding Teams

Setting a clear direction

Simplification

Collaborate & break silos

Execution & Accountability

Growth mindset

Innovation

Inclusion

External focus

Skills

Attention To Details

Business Acumen

Communication Skills

Cross-Functional Collaboration

Decision Making

Interpersonal Skills

Leadership Skills

Stakeholder Management

Team Collaboration

Cross-Cultural Competence