Senior Manager, Problem Management

Responsibilities

• Policy, Governance, and Standards:
• Own and maintain the enterprise Problem Management policy, process, procedures, and controls; ensure alignment with ITIL practices and enterprise risk frameworks.
• Establish and chair governance forums, including Problem Review Boards and post-implementation review committees; ensure audit-readiness and evidence retention.
• Define and enforce quality standards for problem records, postmortems, root cause documentation, and action plans.
• Vendor and Partner Oversight:
• Oversee a strategic partner responsible for day-to-day Problem Management; manage contractual obligations, SLAs/OLAs, KPIs, QBRs, and continuous service improvement plans.
• Ensure consistent process adoption, tooling usage, data quality, and knowledge sharing across the partner and internal teams.
• Continuous Improvement and Postmortem Leadership:
• Institutionalize blameless postmortems; develop facilitation guidance, training, and coaching for teams across the firm.
• Drive proactive problem identification through trend analysis, incident correlation, and monitoring/observability insights.
• Ensure corrective and preventive actions are prioritized, resourced, tracked to completion, and validated for effectiveness.
• Tooling and Data:
• Serve as process owner for ServiceNow Problem Management; partner with platform teams to optimize workflows, CMDB relationships, automation, and reporting (including Performance Analytics).
• Integrate Atlassian Jira for work tracking; ensure seamless linkage between problem records, epics/stories, and change implementations.
• Build and maintain dashboards and scorecards; provide actionable insights to executives and engineering leaders.
• Stakeholder Engagement and Communication:
• Engage closely with SRE, application development, infrastructure, cybersecurity, and change/incident management teams to drive end-to-end problem resolution.
• Communicate clearly and credibly with senior leadership on risk, trends, and remediation progress; escalate systemic issues and funding needs.
• Provide training, playbooks, and communications to uplift problem management maturity across the enterprise.

Requirements

• Required:
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience
• 10+ years in IT Service Management with 5+ years focused on Problem Management in large, complex, regulated environments
• 3+ years of people leadership and/or vendor management experience, including oversight of managed service partners with SLAs and outcome-based contracts.
• Deep knowledge of ITIL frameworks (ITIL 4 preferred) and pract

Benefits

Additional Information

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident. We believe doing the right thing for our clients and our associates is good business . With a career at the firm, y ou can expect opportunities to create real impact at work and in your community. Y ou'll enjoy resources to support your career path, a s well as compensation , benefits , and flexibility to enrich your life. Here, you'll find a collaborative culture that respect s and valu e s differences and colleagues who share a spirit of generosity . Join us for the opportunity to g row and make a difference in ways that matter to you . Role Summary The Senior Manager, Problem Management is the firm's owner for technology problem management policy, standards, and governance. This is a strategic leadership role focused on frameworks, controls, and continuous improvement-not day-to-day ticket handling. You will oversee a managed services partner (MSP) that executes problem management operations, hold them accountable to SLAs/OLAs and policy compliance, and lead governance forums that institutionalize blameless postmortems, rigorous root cause analysis, and verified corrective and preventive actions. You will set and evolve the enterprise problem management roadmap, define and report KPIs, and partner closely with SRE, application development, infrastructure, risk/compliance, and incident/change leaders. Strong hands-on experience with ServiceNow and Atlassian Jira is essential to ensure high-quality records, data-driven insights, and seamless linkage to engineering backlogs. This role is critical to ensure that incidents translate into durable fixes, preventing recurrence across trading, digital channels, data pipelines, and client servicing platforms. This position offers an exciting opportunity to shape automation, governance, proactive problem identification, and blameless postmortems and root cause practices at scale.

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