IT Service Management (ITSM) Problem Manager (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Role Overview

Join our dynamic IT Infrastructure team as a IT Service Management (ITSM) Problem Manager, leading global, cross-functional initiatives to identify root causes and drive long-term solutions for major technology incidents. You'll play a key role in strengthening operational resilience, elevating incident management practices, and ensuring ITIL-aligned processes are consistently executed. This role is perfect for a seasoned leader who thrives in fast-paced environments and is passionate about preventing recurring issues across complex, high-stakes financial systems.

Responsibilities

• Lead and coordinate global teams to investigate major technology incidents and perform Root Cause Analysis (RCA) through resolution.

• Ensure adherence to ITIL Problem Management processes and timely completion of incident postmortems.

• Partner with engineering and infrastructure teams to identify improvement opportunities and eliminate recurring issues.

• Maintain and enhance recovery playbooks for commonly occurring incidents.

• Drive executive-level communications, ensuring clear and consistent reporting during and after critical events.

• Collaborate globally with peer problem managers on resource planning, priorities, and issue resolution.

• Lead post-incident reviews and manage follow-up programs to strengthen overall operational resiliency.

• Support audits, reporting, and continuous improvement projects related to incident and problem management.

Qualifications

• 5+ years of experience in Problem or Incident Management within large-scale or global IT environments.

• Strong understanding of the ITIL framework, particularly Problem and Incident Management processes.

• Proven experience managing major incidents across infrastructure, network, and application domains.

• Bachelor's degree in Computer Science, Engineering, Business, or a related discipline (or equivalent experience).

• Superb communication skills, capable of engaging confidently with senior leadership and technical teams.

• Strong organizational, prioritization, and crisis management skills in high-pressure environments.

• Demonstrated ability to lead cross-functional initiatives and influence without direct authority.

• Customer-focused mindset with a proactive and ownership-driven approach.

• Familiarity with ITSM tools and reporting (e.g., ServiceNow) is a plus.

• Background in financial services or other regulated industries preferred.

Skills & Attributes

• Exceptional leadership and collaboration capabilities across global teams

• Analytical, detailed-oriented, and able to manage multiple concurrent initiatives

• Calm and decisive under pressure, with strong problem-solving acumen

• Excellent project management, communication, and interpersonal skills

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates everyone's unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.