Problem Manager – Drive Stability & Reduce Recurring Issues

About the role

We are seeking a proactive Problem Manager to own the end‑to‑end Problem Management lifecycle within a complex enterprise environment. The role focuses on driving stability, eliminating recurring incidents and supporting continuous service improvement through close collaboration with technical and service teams.

Key responsibilities

• Manage the full Problem Management process, from identification to resolution.
• Lead root‑cause analyses and ensure permanent fixes are implemented.
• Maintain a healthy problem backlog and update the Known Error Database.
• Collaborate with Incident Management, Service Desk, Change Management and technical teams.
• Define, monitor and report Problem Management KPIs and trends.
• Communicate with stakeholders about critical problems and resolution plans.
• Drive process standardisation, automation and continuous improvement initiatives.
• Act as escalation point for high‑impact problems and promote ITIL best practices.

Required profile

• Proven experience in Problem Management, Major Incident Management or a similar ITIL‑based role.
• Strong analytical, troubleshooting and critical‑thinking abilities.
• Excellent communication and stakeholder‑management skills.
• Ability to work independently and drive initiatives to completion.
• Fluent English; Norwegian language skills are a plus.

Required skills

• Hands‑on experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Solid understanding of ITIL principles and service‑management practices.
• ITIL Foundation certification or higher.