Senior Manager, Problem Management

Role Summary

The Senior Manager, Problem Management is the firm’s owner for technology problem management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and continuous improvement—not day-to-day ticket handling. You will oversee a managed services partner (MSP) that executes problem management operations, hold them accountable to SLAs/OLAs and policy compliance, and lead governance forums that institutionalize blameless postmortems, rigorous root cause analysis, and verified corrective and preventive actions. You will set and evolve the enterprise problem management roadmap, define and report KPIs, and partner closely with SRE, application development, infrastructure, risk/compliance, and incident/change leaders. Strong hands-on experience with ServiceNow and Atlassian Jira is essential to ensure high-quality records, data-driven insights, and seamless linkage to engineering backlogs.

This role is critical to ensure that incidents translate into durable fixes, preventing recurrence across trading, digital channels, data pipelines, and client servicing platforms.  This position offers an exciting opportunity to shape automation, governance, proactive problem identification, and blameless postmortems and root cause practices at scale.

Responsibilities

Policy, Governance, and Standards:

• Own and maintain the enterprise Problem Management policy, process, procedures, and controls; ensure alignment with ITIL practices and enterprise risk frameworks.
• Establish and chair governance forums, including Problem Review Boards and post-implementation review committees; ensure audit-readiness and evidence retention.
• Define and enforce quality standards for problem records, postmortems, root cause documentation, and action plans.

Vendor and Partner Oversight:

• Oversee a strategic partner responsible for day-to-day Problem Management; manage contractual obligations, SLAs/OLAs, KPIs, QBRs, and continuous service improvement plans.
• Ensure consistent process adoption, tooling usage, data quality, and knowledge sharing across the partner and internal teams.

Continuous Improvement and Postmortem Leadership:

• Institutionalize blameless postmortems; develop facilitation guidance, training, and coaching for teams across the firm.
• Drive proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.
• Ensure corrective and preventive actions are prioritized, resourced, tracked to completion, and validated for effectiveness.

Tooling and Data:

• Serve as process owner for ServiceNow Problem Management; partner with platform teams to optimize workflows, CMDB relationships, automation, and reporting (including Performance Analytics).
• Integrate Atlassian Jira for work tracking; ensure seamless linkage between problem records, epics/stories, and change implementations.
• Build and maintain dashboards and scorecards; provide actionable insights to executives and engineering leaders.

Stakeholder Engagement and Communication:

• Engage closely with SRE, application development, infrastructure, cybersecurity, and change/incident management teams to drive end-to-end problem resolution.
• Communicate clearly and credibly with senior leadership on risk, trends, and remediation progress; escalate systemic issues and funding needs.
• Provide training, playbooks, and communications to uplift problem management maturity across the enterprise.

Qualifications

Required:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• 10+ years in IT Service Management with 5+ years focused on Problem Management in large, complex, regulated environments
• 3+ years of people leadership and/or vendor management experience, including oversight of managed service partners with SLAs and outcome-based contracts.
• Deep knowledge of ITIL frameworks (ITIL 4 preferred) and practical application within SRE and DevOps cultures.
• Demonstrated expertise facilitating blameless postmortems and root cause analysis (e.g., 5 Whys, Fishbone, Kepner-Tregoe).
• Strong hands-on experience with ServiceNow (Problem Management, CMDB, Performance Analytics) and Atlassian Jira; experience integrating process and data across these platforms.
• Proven ability to define, manage, and improve KPIs and OKRs; advanced skills in building executive-ready dashboards and narratives.
• Excellent written and verbal communication skills; ability to influence at all levels and drive decisions in cross-functional settings.
• Solid understanding of incident, change, and release processes and their interlock with Problem Management.
• Experience working directly with SRE and application development teams, translating RCA outcomes into engineering backlogs and change implementations.

Preferred:

• Advanced degree or relevant certifications
• Financial services domain experience

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to three days per week from home.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

Placement within the range provided above is based on the individual’s relevant experience and skills for the role.  Base salary is only one component of our total compensation package.  Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Commitment to Diversity, Equity, and Inclusion

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all. 

Benefits