Problem Management Lead
Workplace: Stockholm, Sverige
Expires: August 21, 2025
Lead the Problem Management team within the Service Integration to improve service reliability and drive continuous improvement for HM online, managing end-to-end problem management lifecycle and collaborating across IT and business stakeholders.
Main requirements:
  • Proven experience in IT Problem Management
  • Previous experience as a Problem Management Lead preferred
  • Strong understanding of ITIL framework
  • ITIL certification preferred
  • Familiarity with ITSM tools like ServiceNow, Jira Service Management
  • Excellent English communication and stakeholder management skills
  • Ability to lead and inspire teams in fast-paced environments
  • Self-driven with initiative-taking mindset
Responsibilities:
  • Lead and mentor the Problem Management team
  • Own and manage the end-to-end problem management lifecycle for HM online
  • Collaborate with Incident, Change and Service Managers to improve operational processes
  • Monitor and analyze incident trends to proactively identify improvement areas
  • Champion improvement initiatives and drive process enhancements
  • Ensure compliance with governance standards and contribute to audits and reviews
Required hard skills:
  • IT Problem Management
  • ITIL framework knowledge
  • Use of ITSM tools such as ServiceNow and Jira Service Management
Recommended hard skills:
  • ITIL certification
Soft skills:
  • Leadership and team mentoring
  • Excellent communication
  • Stakeholder management
  • Self-motivation and initiative
  • Passion for Problem Management
  • Adaptability
  • Collaboration
  • Pragmatism
  • Solution orientation
Frameworks:
  • ITIL
Natural languages:
  • English (Proficient)
Cultural skills:
  • Adaptable to changing organizations
  • Collaborative and inclusive approach
  • Customer-centric mindset
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