Manager, Operational Excellence & Problem Management

Who We Are

Solera's Global IT organization supports a complex, multi-product ecosystem across multiple regions. Delivering stable, reliable, and continuously improving technology services is critical to ensuring an exceptional customer experience.

As our platforms continue to grow, we are strengthening our focus on proactive problem management to reduce recurring incidents, improve service reliability, and drive operational excellence across the organization.

The Role

We are seeking an experienced Manager, Operational Excellence & Problem Management to lead our global Problem Management function and drive operational excellence across the IT organization. This role is responsible for leading a team of analysts focused on identifying root causes, driving permanent resolutions, reducing recurring incidents, and improving overall service reliability.

This is a hands-on leadership position that requires a strong balance of operational expertise, people leadership, governance, and execution discipline. You will establish high standards for root cause analysis, drive accountability across technology teams, and lead continuous improvement initiatives that enhance operational performance and customer experience.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of Problem Management Analysts.
• Set clear objectives, performance expectations, and development plans.
• Foster a culture of accountability, ownership, and continuous improvement.
• Provide regular coaching, feedback, and performance management.
• Ensure the team consistently delivers high-quality outcomes and meets established service objectives.

Problem Management & Operational Excellence

• Oversee the end-to-end Problem Management lifecycle.
• Ensure problems are properly identified, logged, prioritized, and managed through resolution.
• Drive high-quality Root Cause Analysis (RCA) standards and best practices.
• Lead initiatives focused on eliminating recurring issues and improving operational stability.
• Identify opportunities for process optimization, efficiency improvements, and service reliability enhancements.
• Verify that permanent corrective actions are implemented, validated, and sustained.

Governance, Accountability & Delivery Management

• Establish and enforce Problem Management processes, policies, and governance standards.
• Hold engineering, product, and operational teams accountable for root cause identification and remediation commitments.
• Track corrective actions and proactively address delays or execution gaps.
• Escalate risks, blockers, and unresolved issues when necessary.
• Ensure alignment with Incident Management, Change Management, and broader IT Service Management practices.

Data, Reporting & Continuous Improvement

• Analyze incident and problem trends to identify recurring patterns and systemic issues.
• Develop and maintain KPIs, dashboards, and executive-level reporting.
• Use operational data and insights to prioritize improvement initiatives.
• Measure the effectiveness of corrective actions and process improvements.
• Drive continuous improvement programs that increase stability, efficiency, and service quality.

Cross-Functional Collaboration

• Serve as the primary liaison between Problem Management, NOC, Engineering, Product, Infrastructure, and Service Management teams.
• Facilitate collaboration to resolve complex operational challenges.
• Influence and challenge stakeholders constructively to improve outcomes.
• Ensure clear communication, transparency, and alignment throughout the problem lifecycle.

Qualifications

Experience

• 5 years of experience in IT Operations, Incident Management, Problem Management, Service Management, Operational Excellence, or related disciplines.
• Previous experience leading or managing teams in a technical or operational environment.
• Demonstrated success driving operational improvements, service reliability initiatives, and process maturity.
• Experience working within complex, global, multi-product technology environments.

Technical & Operational Expertise

• Strong knowledge of Incident, Problem, and Change Management processes.
• Experience conducting and governing Root Cause Analysis (RCA) activities.
• Strong understanding of operational metrics, service performance, and trend analysis.
• Experience managing remediation plans and ensuring closure of corrective actions.
• Familiarity with ITIL frameworks and continuous improvement methodologies.

Leadership Competencies

• Strong people leader who sets high expectations and drives accountability.
• Excellent communication and stakeholder management skills.
• Confident in providing direct and constructive feedback.
• Highly organized, structured, and execution-focused.
• Comfortable operating effectively in fast-paced, high-pressure environments.
• Results-oriented mindset with a strong focus on operational excellence, service reliability, and business impact.

Success Measures

Success in this role will be measured through:

• Reduction of recurring incidents and repeat major incidents.
• Improvement in RCA quality and completion timelines.
• Timely completion of corrective and preventive actions.
• Increased service stability, reliability, and operational efficiency.
• Improved operational performance metrics and process maturity.
• Team engagement, development, and delivery effectiveness.
• Consistent adoption of Problem Management standards across the organization