Problem Manager

Location: London Chiswick, United Kingdom; on-site at the customer's location; 1st shift.

Company

hirify.global is a global platform-powered company providing unified commerce, payments, and services for retailers and restaurants, headquartered in Atlanta and serving customers in more than 35 countries.

What you will do

• Own and manage the full Problem lifecycle through closure, ensuring records follow agreed processes and service management best practices.
• Facilitate root cause investigations, coordinate corrective actions, and work with technical teams to reduce service disruption and improve stability.
• Perform trend analysis and drive continual service improvement based on Problem and incident trends.
• Maintain and govern the Known Error Database (KEDB).
• Lead Post Incident Reviews, Problem Review meetings, and stakeholder update sessions while tracking actions and lessons learned.
• Produce and present Problem Management reports, metrics, service insights, findings, and improvement actions to technical and senior leadership audiences.

Requirements

• Exceptional communication, influencing, customer service, negotiation, conflict-resolution, and stakeholder-management skills, with the ability to communicate effectively at all organizational levels.
• Strong time-management, planning, organizational, efficiency, delivery-focused, and process-driven skills, with the ability to work independently and under pressure.
• Strong presentation, facilitation, report-writing, analytical, and trend-analysis abilities.
• Ability to create and deliver clear presentations demonstrating clear outcomes.
• Minimum of 3 years of experience in IT Service Management, Service Desk, Problem Management, or Service Operations.
• Strong understanding of ITIL Problem Management principles and best practices.
• Demonstrated ability to manage major incidents and problems.
• Strong vendor and stakeholder management experience.

Nice to have

• Experience working within a Software and Services environment.

Culture & Benefits

• Collaborative work with technical teams, service owners, vendors, and business stakeholders.
• On-site work at the customer's location in London Chiswick.
• Full-time employment on a 1st-shift schedule.
• Employment is conditional upon passing applicable screening criteria.