Problem Manager - Problem Management

Job Req Number: 113519

Time Type: Full Time

Job Description

Problem Manager

Location: Global IT

Function: Problem Management / Service Management

Role Overview

As a Problem Manager, you are responsible for managing Complicated IT problems across systems and services in close collaboration with technical experts, Service and Capability Owners, and leaders across Global IT. You play a key role in ensuring service stability, driving continuous improvement, and safeguarding SLA performance in a fast‑paced, change‑driven environment.

You act as an Investigator, Coordinator, and Quality Assurance Manager, leading end‑to‑end problem investigations across the full IT stack—including applications, infrastructure, processes, and organizational factors—while maintaining a strong customer‑ and business‑first mindset.

Key Responsibilities

• Own and manage complicated IT problems from identification through root cause analysis and resolution.
• Lead problem investigations involving multiple teams and vendors.
• Drive service improvement initiatives to enhance stability, resilience, and SLA performance.
• Facilitate and lead problem review meetings, ensuring clear focus, accountability, and progress.
• Coordinate resources across Group functions and verticals to ensure timely resolution and implementation of corrective actions.
• Proactively identify gaps in processes, standards, and governance, and recommend improvements.
• Act as a subject matter expert in the organization’s Quality Management System, assessing strengths and weaknesses in delivery capability.
• Define, monitor, and continuously improve service and problem management metrics.
• Escalate issues constructively and proactively when risks to service stability or business impact arise.
• Build and maintain strong relationships with stakeholders at all levels, including technical experts, managers, vendors, and senior leadership.
• Maintain continuously evolving knowledge of assigned services, domains, and organizational dependencies.
  
  
  

Required Experience And Background

• Proven experience as a Problem Manager in a large IT organization.
• A keen eye for quality management, governance, and structured problem‑solving approaches.
• Experience leading problem investigations involving senior stakeholders.
• Ability to produce results while managing cross‑functional teams.
• Ability to align, communicate, and report effectively to IT leadership while coordinating cross‑functional teams.
• Comfortable working in environments with high change velocity, fast decision‑making, and demanding timelines.
• Fluent in English, with excellent written and verbal communication skills.
  
  
  

Skills And Competencies

• knowledge of ITIL processes; experience with ISO standards and relevant frameworks is an advantage.
• Method driven with a systematic and analytical approach to problem solving.
• Ability to guide stakeholders toward rational, data‑driven decisions.
• Skilled in managing stakeholders across technical and management levels.
• A transparent working style and confidence operating in visible, high‑impact roles.
• Resilient and effective under pressure, with the ability to manage high workloads during busy periods.
• Goal‑oriented mindset with a drive for progress and continuous improvement.
• Communication style adaptable to context—ranging from factual and concise to diplomatic and executive‑level.
  
  
  

Personal Attributes

• Strong customer and business focus—always prioritizing impact and value.
• Ownership mentality with a high sense of accountability.
• Comfortable challenging status quo to improve services and outcomes.
• Collaborative, trusted partner across Global IT.
  
  
  

Problem Manager – Competency Matrix

Proficiency Levels (used across all competencies)

Level

Description

1 – Awareness

Basic understanding; requires guidance

2 – Practitioner

Applies independently in standard situations

3 – Advanced

Handles complex scenarios; coaches others

4 – Expert

Sets standards; recognized authority

• Problem Management & Investigation
  
  
  

Competency

Description

Target Level

End‑to‑End Problem Ownership

Owns problems from identification through RCA and resolution, ensuring closure and value realization

2

Root Cause Analysis

Applies structured RCA methods across technical, process, and organizational dimensions

2

Major Problem Leadership

Leads high‑impact problem investigations and taskforces with multiple teams and vendors

2

Preventive Thinking

Identifies systemic weaknesses and drives preventive actions beyond immediate fixes

3

• Service Stability & Continuous Improvement
  
  
  

Competency

Description

Target Level

Service Improvement Initiatives

Drives initiatives to improve stability, resilience, and SLA performance

2

Risk Identification

Proactively identifies risks to service stability and business impact

3

SLA & Service Impact Awareness

Understands and prioritizes issues based on customer and business impact

2

Metrics & Performance Tracking

Defines, monitors, and improves problem and service management KPIs

2

• Governance, Quality & Standards
  
  
  

Competency

Description

Target Level

Quality Management Systems

Acts as SME in QMS, assessing strengths and weaknesses in delivery capability

2

Governance & Compliance

Ensures adherence to ITIL, ISO standards, and internal governance frameworks

2

Process Improvement

Identifies gaps in processes and standards and drives structured improvements

2

Decision Quality

Guides stakeholders toward rational, data‑driven decisions

3

• Leadership & Facilitation
  
  
  

Competency

Description

Target Level

Facilitation Skills

Leads problem reviews with clear focus, accountability, and outcomes

2

Cross‑Functional Leadership

Aligns and coordinates resources across functions and verticals

3

Escalation Management

Escalates risks constructively and at the right level

3

Influence Without Authority

Drives outcomes through trust, credibility, and structured argumentation

3

• Stakeholder & Communication Management
  
  
  

Competency

Description

Target Level

Stakeholder Management

Builds trusted relationships with technical experts, managers, vendors, and leadership

3

Executive Communication

Communicates clearly and confidently with senior stakeholders and executives

2

Adaptive Communication Style

Adjusts tone from factual to executive‑level as context requires

2

Transparency & Trust

Maintains an open, transparent working style in high‑visibility situations

3

• Domain & Organizational Knowledge
  
  
  

Competency

Description

Target Level

Service & Domain Knowledge

Maintains deep understanding of assigned services and dependencies

2

Organizational Awareness

Understands cross‑team dependencies and decision paths in Global IT

3

Vendor & Partner Collaboration

Effectively works with external vendors in investigations and improvements

2

Change‑Driven Environment Handling

Operates effectively in high‑change, fast‑paced environments

2

• Personal Effectiveness & Mindset
  
  
  

Competency

Description

Target Level

Ownership & Accountability

Takes full responsibility for outcomes and follow‑through

3

Resilience Under Pressure

Performs effectively during major incidents and critical periods

2

Customer & Business Focus

Consistently prioritizes value and impact over activity

3

Continuous Improvement Mindset

Challenges status quo to improve services and outcomes

3

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook.

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