Problem Management - Manager

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003.

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G's ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity;

we are creating an exceptional place to work for exceptional talent.

Overall Job Purpose

The Problem Manager will oversee and deliver Problem Management across M&G Technology in India, working with internal teams and strategic partners to ensure compliance with central policies, standards, and governance.

Key responsibilities include:

Managing relationships with strategic partners.
Driving consistent delivery of Problem Management and related Service Management processes (Change, Incident, Configuration, Reporting, SLA, Business Relationship Management).

The role is integral to maintaining stability and reliability in Technology services through mature processes and governance frameworks, reinforcing business trust and enabling SIAM (Service Integration & Management) across multiple suppliers.

Core Service Disciplines:

Service Design: SLA Management, Policy Standards, Risk & Controls.
Service Operations:
Incident, Major Incident, Service Request, Problem Management, Service Desk.
Continuous Service Improvement.

The role requires experience in providing guidance and actionable insights to stakeholders, fostering a culture of continuous improvement aligned with business needs.

The role holder will be expected to be proactive, forward thinking working in an influential and collaborative manner right across the M&G organisation.

Primary

Key Responsibilities (Top 3-5 KRA)

Support delivery of an industry-standard, best-in-class ITSM/SIAM strategy.
Drive consistent ITSM policies, processes, and procedures that harmonise Service & Integration Management and add business value.
Conduct Post-Incident Reviews (PIR) for major incidents and ensure continuous incident reduction.
Coach teams on root cause analysis methodologies.
Collaborate with India-based teams and partners to deliver high-quality, reliable services and manage IT issues through oversight, reporting, and escalation.
Maintain and enhance controls to improve customer outcomes and reduce technology operational risk.

Additional Responsibilities :

Leadership:
Inspire teams to deliver exceptional performance and invest in their growth.
Integrity:
Act as a role model with authenticity and strong personal values.
Customer Focus:
Maintain commercial and efficiency focus against demanding benchmarks.
Communication:
Provide clear, compelling updates and direction to senior stakeholders.
Analytical Thinking:
Critically assess plans, identify risks and gaps.
Adaptability:
Embrace change, balance strategy with operational delivery, and encourage diverse perspectives.
Decision-Making:
Take decisive action to achieve short- and long-term goals, overcoming obstacles.
Organisation:
Prioritise effectively with strong planning and delegation skills.

Collaboration:

Foster a 'One Team' culture, promoting shared expertise and value

Key Stakeholder Management

Internal

M&G PLC

M&G GS

External

Technology suppliers

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Must Have) :

Working knowledge of Financial Services and Technology industries and marketplaces
Working knowledge of ITIL framework and associated industry standards for ITSM
Understanding of SIAM
Given the changing structure within the organisation, demonstrably be comfortable with ambiguity whilst driving governance and rigor across Service Management.
Good understanding of working in a multi-source partner environment and managing partner service quality performance
Good understanding of the ITSM, ITOM and DEVOPS tooling landscapes (particularly Service Now)
Great team working skills in a rapidly…