Senior Manager, Problem Management Office

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Problem Management Office based in the United States.

As a Senior Manager, Problem Management Office, you will lead a critical function focused on preventing recurring issues, improving operational performance, and enhancing customer outcomes across a complex support organization. This role offers the opportunity to build and govern problem management strategies, drive root cause analysis initiatives, and implement sustainable corrective actions that create measurable business impact. You will collaborate with engineering, support, quality, delivery, and service teams to identify systemic risks and deliver long-term solutions. As a strategic operational leader, you will influence continuous improvement efforts, mentor teams, and provide executive-level visibility into service performance and prevention initiatives. This position is ideal for an experienced problem management professional who thrives in cross-functional environments and is passionate about operational excellence. You will play a key role in strengthening reliability, customer satisfaction, and service quality through data-driven improvements.

Accountabilities:: 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.

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, with the ability to influence executive audiences and technical teams.

Ability to thrive in fast-paced environments where customer availability, service quality, and continuous improvement are key priorities.

Willingness to participate in critical escalation and governance activities outside standard business hours when needed.

Benefits:

Competitive base salary range:

$117,000–$186,000 USD depending on location for eligible states.

$123,000–$195,000 USD depending on location for eligible states.

$131,000–$208,000 USD depending on location for eligible states.

Additional compensation opportunities, including annual incentive bonuses and long-term incentives where applicable.

Comprehensive benefits package including healthcare and wellness programs.

Generous paid time off (PTO).

401(k) retirement plan with company matching contributions of up to 7%.

Health Savings Account (HSA) with company contributions.

Employee stock purchase plan.

Education reimbursement and continuous learning opportunities.

Remote work flexibility within the United States.

Opportunity to contribute to meaningful healthcare technology initiatives that improve customer and patient outcomes.

Collaborative environment focused on innovation, inclusion, and professional growth.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1