Senior Problem Manager (6 Month FTC)

We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

Senior Problem Manager

The Role….
Reporting to the ITSM Manager in the Enterprise Technology function, the Senior Problem Manager is the process owner and driving force behind Dojo’s Problem Management framework. You will be responsible for shaping, leading, and continuously evolving the problem management function. This role goes beyond governance; you are not just a process participant, you are the Architect and Owner of Dojo’s Problem Management ecosystem. This is a role for a strategic operator who thrives in high-velocity, agile environments. You will be expected to operate with subject-matter authority; we are looking for a lead who doesn't wait for a queue, but instead proactively uncovers systemic risks and designs the solutions to mitigate them. You will move beyond raw data to tell the "story" of our technical environment’s health, ensuring our Founders and Execs have a clear, digestible, and technically accurate view of our risk profile. 

You will be expected to bring your own individuality and modern ideas to the function, helping us define what "Best in Class" looks like for a modern fintech.

The Team.…

As a key member of our lean, high-impact team, you will apply an SME mindset to Problem Management - using modern, innovative solutions (including AI) and agile ways of working to evolve our practices. You won't be constrained by "the way it's always been done"; you will iterate on our toolsets and workflows to ensure they support our rapid roadmap of product releases while maintaining high stability. 

What You will do…

• Drive Functional Independence: Act as the Problem Management Process Owner, ensuring the process remains fit for purpose and aligned with Dojo’s agile and AI-driven operating model without requiring significant hand-holding.
• Strategic Storytelling: Champion clear, high-quality written communication - from root cause summaries to exec-level updates - that are articulate, digestible, and independently produced to a professional standard.
• Proactive Risk Discovery: Perform trend and pattern analysis using incident data and AI insights to identify systemic weaknesses and opportunities for improvement before they impact customers.
• End-to-End Ownership: Lead robust root cause investigations for major and recurring incidents, ensuring findings are actionable and result in measurable preventative measures.
• Lead Continuous Improvement: Partner with Product, Engineering, and Operations teams to drive improvement initiatives, ensuring prioritisation and follow-through of problem records.
• Evolution of Metrics: Develop and refine KPIs and dashboards that track the maturity and business value of problem management, rather than just raw ticket counts.
• Incident Management Partnership: Work closely with Incident Managers to ensure incidents with significant impact transition effectively into structured analysis and long-term prevention.

What You Will Bring…

• The "Architect" Mindset: 10+ years’ experience in Problem Management or service reliability roles, with a proven track record of acting as a process owner who defines and embeds mature practices across teams.
• Agile Adaptability: Strong knowledge of frameworks (ITIL or equivalent) specifically adapted for Agile, DevOps, and SRE environments.
• Demonstrated Autonomy: A proven ability to proactively identify patterns and lead improvements independently, using data to drive change.
• Technical & Narrative Fluency: Excellent written and verbal communication skills - capable of producing structured, concise reports for executive and technical audiences.
• Modern Tooling Experience: Experience using AI-enabled analytics or automation tools to enhance the prediction and prevention of incidents.
• Influential Facilitation: A confident facilitator who can influence cross-functional teams and drive alignment on problem ownership and action plans without needing to escalate.
• Growth Mindset: A curious, collaborative, and motivated individual who applies their unique perspective to improve the function continuously.

Dojo home and away

We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.

That's why we have an office-first culture. This means working from the office 4+ days per week.

With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If the following speak to you, let’s talk:

• You’re curious. You have a real desire to learn and create.
• You’re relentless. You keep going even when it’s easier not to. 
• You’re customer-obsessed. You know how important customers are to what you do.

 

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK. 

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive. 

Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages. 

#LI-Hybrid