Senior Manager, Problem Management Office
New
J
JobgetherHealthcare IT
Remote work flexibility within the United States.Full-TimeManager
Salary$117,000–$186,000 USD, $123,000–$195,000 USD, or $131,000–$208,000 USD depending on location for eligible states.
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisChange ManagementServiceNow
Requirements
- 5+ years of experience in problem management, incident management, service operations, technical support leadership, quality management, or related operational improvement roles.
- Proven experience leading cross-functional initiatives focused on root cause analysis, corrective actions, service improvement, and long-term prevention strategies.
- Strong knowledge of problem management methodologies, RCA techniques, known error management, change management, governance processes, and knowledge management practices.
- Experience influencing technical and business teams to deliver measurable improvements in complex operational environments.
- Familiarity with IT service management tools and processes, including ServiceNow Problem, Incident, Change, and Knowledge Management workflows.
- Experience in healthcare IT, clinical informatics, medical technology, regulated service environments, PACS, or similar industries is a plus.
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, Healthcare Informatics, or a related field, or equivalent professional experience.
- ITIL Foundation certification preferred, with additional ITIL Problem Management, Incident Management, or Change Enablement certifications considered an advantage.
- Lean Six Sigma Green Belt certification is a plus.
- Strong leadership, communication, analytical, and stakeholder management skills.
- Willingness to participate in critical escalation and governance activities outside standard business hours when needed.
Responsibilities
- Lead the Problem Management Office as a cross-functional function responsible for identifying, analyzing, and preventing recurring incidents and operational challenges.
- Establish and maintain problem management frameworks, including root cause analysis, known error management, corrective action planning, change coordination, and knowledge management practices.
- Proactively identify recurring incidents, systemic risks, aging issues, and potential customer-impacting concerns while partnering with technical and operational teams to implement permanent solutions.
- Drive corrective actions from identification through completion and validation, ensuring remediation efforts deliver measurable improvements and prevent future incidents.
- Collaborate with Service Desk, Incident Management, Engineering, Quality, Delivery, Managed Services, and other stakeholders to improve service reliability and operational effectiveness.
- Provide executive-level reporting on problem trends, prevention initiatives, risk areas, backlog health, and progress against improvement goals.
- Lead, mentor, and develop Problem Managers and Problem Analysts while fostering accountability and continuous improvement across teams.
- Participate in critical escalations and governance activities when required, helping ensure rapid resolution and alignment across stakeholders.
- Promote data-driven decision-making and operational excellence through structured analysis, reporting, and process optimization.
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