Posting Start Date
10/15/26
Purpose of the Job
The Problem Management Manager is a senior functional leadership role accountable for enterprise-wide operational stability through proactive identification, governance, and elimination of systemic and recurring incidents across Aramex Digital & Technology. The role owns the Problem Management operating model, Root Cause Analysis (RCA) governance, Known Error management, and preventive remediation programs to reduce operational risk, service disruption, and unplanned work.
Expectation: This role operates as a Senior Manager with cross-functional influence, people leadership accountability, enterprise governance ownership, and commercial responsibility for reliability and stability outcomes.
T Stream A – Enterprise Problem Management Strategy & Governance
Define and own the enterprise Problem Management framework, policies, standards, and operating procedures aligned with ITIL v4 and enterprise governance.
Establish global RCA standards, quality assurance mechanisms, and governance forums.
Stream B – Systemic Risk & Reliability Governance
Own systemic operational risk registers, known error databases, and reliability maturity dashboards.
Partner with Enterprise Architecture, Security, Cloud, and Engineering to influence design standards, resilience patterns, and platform hardening initiatives.
Provide executive reporting on systemic risk trends, technical debt, and reliability maturity to D&T leadership.
Stream C – Corrective & Preventive Remediation Programs
Drive cross-functional remediation programs requiring Engineering, Cloud, Security, Vendors, and Product teams.
Track corrective and preventive actions, ensuring accountability, timelines, and measurable outcomes.
Stream D – Operational Analytics & Business Impact Translation
Translate operational incidents and trends into quantified business impact (revenue risk, shipment disruption, customer experience impact, productivity loss).
Provide cost-benefit analysis and investment justification for stability and resilience initiatives.
Partner with Finance and D&T leadership to prioritize funding based on risk and business impact.
Stream E – People, Capability & Organizational Leadership
Build and lead Problem Management analysts and reliability practitioners across regions.
Define capability frameworks, skills matrices, and certification roadmaps for reliability and problem management roles.
Establish continuous learning and post-incident learning frameworks to embed organizational learning.
Coach IT Operations, Engineering, and Product teams on problem management discipline and reliability engineering principles.
Stream F – Vendor & Partner Governance
Govern vendor RCA quality, corrective action commitments, and systemic remediation delivery.
Ensure vendor operational responsibilities align with enterprise problem governance and escalation policies.
Stream G – Continuous Improvement & Maturity Uplift
Define Problem Management KPIs, maturity models, and continuous improvement roadmaps.
Drive automation, tooling integration, and analytics capabilities for proactive problem identification.
Customer
- Ensure reliable and predictable IT services for logistics operations, digital commerce platforms, corporate productivity, and customer experience channels.
- Reduce business disruption, shipment delays, revenue leakage, and reputational risk due to IT outages.
- Improve operational transparency, executive decision-making, and stakeholder confidence.
Financial Result
Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
Improve cost efficiency through automation, standardized operations, and vendor optimization.
Job Requirements - Experience and Education
- 10+ years in ITSM Problem Management, Reliability Engineering, or Operations.
- Strong RCA methodologies (ITIL, Kepner-Tregoe, SRE, Six Sigma).
- Bachelor’s degree in IT or Engineering.
Certifications
Mandatory
ITIL v4 Foundation (or must obtain within 6–12 months)
Preferred
ITIL v4 Managing Professional modules
Kepner-Tregoe, Six Sigma, SRE certifications
Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills
Attention To Details
Business Acumen
Communication Skills
Cross-Functional Collaboration
Decision Making
Interpersonal Skills
Leadership Skills
Stakeholder Management
Team Collaboration
Cross-Cultural Competence
Job description provided by Aramex.
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