Problem Manager

Is it time you unlocked your potential?

Student Loans Company is a non-profit making Government-owned organisation to provide loans and grants to students in universities and colleges in the UK. Since 1989, we have enabled our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.

Our Values

Culture is at the heart of everything we do at SLC and we are guided by our five values which help make SLC a great place to work:

• Honesty: We act with integrity and transparency, sharing information openly and addressing challenges with courage.

• Empowerment: We enable people to take initiative, make impactful decisions, and continuously learn and grow.

• Accountability: We deliver on commitments, own our successes and mistakes, and strive for quality outcomes.

• Respect: We value diverse perspectives, actively listen, and create an inclusive environment where everyone belongs.

• Trust: We collaborate across teams, build dependable relationships, and work as one to deliver for our customers.

These values are more than wordsthey guide our decisions, shape our collaborations, and strengthen our impact on the students we serve.

About the role:

As a Problem Manager at the Student Loans Company, you will play a pivotal role in delivering a high‑performing, value‑driven Problem Management service. You will oversee the governance of all problems across the IT directorate, ensuring issues are identified, prioritised and progressed effectively. Working closely with internal teams, external suppliers and stakeholders, you will coordinate collaborative action plans, lead post‑major‑incident problem activity, and champion continual service improvement. Your work will directly support the stability, resilience and optimisation of SLCs technology services.

What you bring:

• Demonstrable understanding of Service Management Framework principles and how to apply them in operational environments.

• Clear and effective communication skills, with the ability to engage stakeholders and represent the service confidently.

• Proven problem‑solving capability using data, user feedback and trend analysis to identify and address root causes.

• Demonstrable experience engaging diverse teams to gather insights, share knowledge and support transparent decision‑making.

• Ability to analyse processes, identify improvement opportunities and support continual service initiatives

• Broad technical understanding across core IT concepts, with the ability to apply this knowledge with guidance

• User‑focused mindset, able to understand user needs and balance competing priorities

• Awareness of value‑delivery and optimisation techniques such as LEAN or similar methodologies