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Problem Manager

£450.00 per day inside IR35
Ref: 3784
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Job description

Incident/Problem Manager

£450.00 per day inside IR35 - Hybrid Working 3 days remote 2 days in London - 6 months

A global managed service provider is seeking an experienced Incident/Problem Manager to join their end client's team for an initial 6-month basis. Candidates should be able to plan, manage and execute a course of work, be highly independent, confident in their abilities and flexible enough to adapt to a fluid landscape. This role involves a more holistic outlook on problem-solving, integrating with knowledge and extensive thinking of the backstage workings (in how a company works and delivers on customer experience) as well as organisational and behavioural considerations.

Key Responsibilities:

  • For Large scale (cross Technology/FIL problems), act as the problem manager, driving activities and initiatives towards a permanent fix.
  • To take responsibility for the smooth operation of the problem management process and policies and to ensure continual improvement
  • Work with other service management teams to ensure that there is an integrated approach to the design and implementation of problem management and other service management processes
  • Help to drive a culture of Service Excellence
  • Create informative, actionable and repeatable reporting that highlights relevant successes, trends and opportunities for improvement within the problem management space
    • Ability to communicate at technical and senior levels and through multiple formats
    • Ability to present complex and detailed information to key stakeholders
    • Monitoring deliverables and ensuring timely completion of projects & requests
    • Understand the role of Known Errors and develop the use of Known Errors across Technology as part of maturing Problem Management
    • Understanding of Knowledge Management life cycle including identifying improvements to ensure the continued maturing of Knowledge Management.
    • Building and maintaining key relationships across the Technology group and key business areas.
    • Build and establish a strong relationship with Risk to help promote a culture of risk awareness and management.
  • Provide governance and oversight across problems and ensure that the problems are investigated through to closure - via permanent fix or known error/risk event raised
  • Ensure that governance includes regular quality checks, feedback sessions and publication/refresher training on best practices for both ticket completion and teams governance of problems
  • Ensure that revised KPIs are well established as part of Problem Management Governance and regular reporting is provided, governance forums established, and reviews are held across participating groups and stakeholders.
  • Help drive and implement improvements as part of the Problem Management working group - relaunching the problem management process.
  • Improve and manage the standards of problem resolution across Technology (best practices)
  • Identify enhancement and improvement opportunities from day to day activities and recommend improvements to the process
  • Monitor and report on process performance, suggesting improvements to improve

Skills and Experiences:

  • Minimum of 5 years in a similar role
  • Strong negotiator
  • Good at conflict resolution
  • Experience of working with project teams
  • Strong Planning and Organisational skills
  • Knowledge of Managed Services
  • Target-orientated/Results-focused
  • Highly motivated, with a pro-active attitude to work
  • Able to work under own initiative to tight deadlines
  • An ability to influence and build effective working relationships with clients, peers, and external providers.
  • A proven track record of continuous service improvement and operational performance through proactive identification and resolution of service-related issues.
  • An ability to communicate effectively with senior stakeholders, peers and external providers, turning technical information into business language and vice versa.
  • Demonstrable skills and certification in best practices or methodologies such as ITIL, Six Sigma, ISO20000.
  • Strong understanding of service operations, SLA's and processes and their interdependencies.
  • Ability to operate across a Matrix environment, working with remote teams
  • Ability to cope in a technically complex and fast-changing environment
  • Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally
  • Excellent influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels
  • Ability to balance conflicting and changing demands through prioritisation and a pragmatic approach
  • Demonstrate business leadership skills and the ability to communicate a clear vision to others
  • Good knowledge of ITIL
  • Good knowledge and experience using ServiceNow to support IT delivery

Please attach your CV for immediate consideration.

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