Manager, Problem Management
Government of Saskatchewan · Regina, SK, Canada · onsite
The Opportunity:
This job provides leadership and oversight for the enterprise Problem Management practice, ensuring recurring IT issues are identified, investigated, and resolved at their root cause to improve service reliability and reduce business disruption. The role leads a team responsible for problem investigations, root cause analysis, trend identification, continual service improvement, and cross-functional coordination with technical and business stakeholders. It oversees major incident follow-up activities, drives corrective and preventive actions, and supports the development of policies, processes, metrics, and governance frameworks that strengthen service quality and operational performance.
This job is a middle manager role. Middle managers have a critical role in employee engagement and the culture of our organization. The role requires leadership in translating and cascading strategic direction into operational actions, contributing to the achievement of organizational goals. The role is also responsible for delivering on personal work objectives, as well as the work of others for whom they have supervisory responsibilities.
- Provide leadership, supervision, and mentorship to the Problem Management team.
- Lead root cause investigations and coordinate corrective and preventive actions.
- Oversee enterprise Problem Management processes, standards, and governance.
- Direct cross-functional teams in resolving complex and recurring service issues.
- Lead major incident reviews and ensure lessons learned are implemented.
- Monitor service trends and performance data to improve service stability.
- Drive continual service improvement initiatives that reduce operational risk and business disruption.
- Build strong relationships with ministries, service providers, and technical teams.
- Develop performance measures and provide reporting on Problem Management outcomes.
- Provide strategic advice on service reliability, operational risk, and service improvement.
Job Capabilities:
In this leadership and supervisory role, we are seeking someone who:
- Holds themselves and others accountable for delivering on work expectations.
- Demonstrates innovation and supports their team to identify, iterate, and implement new solutions.
- Brings people together in a collaborative manner and builds relationships that deliver desired outcomes.
- Is inclusive, promotes, supports, and enables belonging, encourages diversity, and values all contributions.
- Is adaptable, anticipates the impact of change, models agility, and supports their team through ambiguity.
- Is outcomes-focused, enables their team to meet or exceed established goals, and balances longer term objectives with tactical execution.
Technical Knowledge and Skills:
- Knowledge of IT Service Management (ITSM) principles, including Problem, Incident, Change, and Major Incident Management.
- Knowledge of root cause analysis methodologies and continual service improvement practices.
- Knowledge of service management frameworks such as ITIL.
- Ability to analyze trends, risks, and operational performance data to identify improvement opportunities.
- Experience leading cross-functional investigations involving multiple technology teams and service providers.
- Experience developing governance processes, performance measures, and executive reporting.
- Knowledge of enterprise technology environments, business applications, infrastructure, and service delivery practices.
- Ability to facilitate stakeholder discussions, build consensus, and drive corrective actions to completion.
Job Skills:
- Communication (Level C)
- Critical Thinking (Level C)
- Digital Skills (Level C)
- Interacting with Others (Level C)
- Navigating Ambiguity (Level C)
- Managing Self (Level C)
- Health, Safety and Wellness (Level C)
- Data Literacy (Level C)
- Influence (Level C)
- Political and Organizational Awareness (Level C)
- Managing Organizational Resources (Level C)
- Managing Talent (Level C)
Learn more about the Government of Saskatchewan’s Capabilities and Skills Framework here.
What We Offer:
- Dynamic and challenging work
- Competitive salary
- Comprehensive benefits package including pension
- Vacation, scheduled days off, and other types of leave
- Inclusive work environments
- Career growth, development, and advancement opportunities
- Flexible work arrangements
Our Commitment to Excellence:
The Government of Saskatchewan upholds deep-rooted values of Respect and Integrity, Serving Citizens, Excellence and Innovation, and Acting as One Team.