Job Description

Problem Management Lead | 9-Month FTC | Up to £38,000 | Hybrid – Shoreham by Sea

About Focus Group

Focus Group is a £300m+ revenue, 1,300-person MSP backed by Hg Capital and valued at over $1bn. We serve over 30,000 SME customers across the UK and are scaling rapidly — investing in AI, world-class tooling, and the people who make it all work.

The Opportunity

We're looking for a Problem Management Lead to join our Service Operations team on a 9-month fixed-term contract starting April 2026.

This is a hands-on, high-visibility role sitting at the heart of our Operations function. You'll own the end-to-end problem management lifecycle across our core services — driving down incident recurrence, building dashboards in ServiceNow, and turning complex technical analysis into clear insight for senior stakeholders.

What You'll Be Doing

• Designing & owning the full problem management process, from detection and registration to resolution and close
• Partnering with 3rd-line teams and suppliers to embed root cause analysis and prevent recurrence
• Monitoring major service outages (MSOs) as incident controller and producing Reason for Outage (RFO) reports
• Coordinating Problem Management dashboards in ServiceNow, tracking all open actions post-High Priority Incident
• Chairing bi-weekly/monthly problem reviews, driving accountability and continuous improvement
• Translating detailed technical analysis into clear communications for senior operational stakeholders

What We're Looking For

• Proven experience in problem or incident management within an ITSM environment
• Strong ServiceNow and Excel reporting skills
• Root cause analysis and critical thinking expertise
• Solid understanding of the relationships between incident, problem, change and knowledge management
• Excellent written and verbal communication skills
• Ability to manage multiple problems simultaneously, both proactively and reactively

The Details

📍 Hybrid – 2/3 days per week in our Shoreham by Sea HQ

💰 Up to £38,000 per annum (pro rata)

📅 9-Month Fixed-Term Contract | Start date April 2026

🛠ITSM Platform: ServiceNow

Interested? We'd love to hear from you.....