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.....
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What We Do
Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill. Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times. Leaving you free to focus all your energy on the important stuff. Like growing your business. Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy Let’s connect. Let’s grow.
