Problem Manager

Problem Manager, Service Delivery, Infrastructure, ITIL, London, to £42k + benefits

Our client is the market leaders in delivering Business Process Outsourcing solutions across the UK, Ireland and wider European Markets. As an employer of over 80,000 and due to continuous growth, they now seek and experienced Problem Manager to work within their Service Delivery team based in London. Reporting directly to the Head of Service Management, the purpose of the Problem Manager role is to lead on the IT problem management process. Working closely with the Production Management, Infrastructure teams, and 3rd parties you will proactively eliminate recurring incidents and also ensure that problems are communicated to the Service Delivery Managers in order to enable timely and accurate business engagement.

Responsibilities:

Work with the Production Management and Infrastructure teams to ensure end-to-end problem management resolution.
Create problem records and effectively assign problem owners.
Co-ordinate the end-to-end problem management actives, from registration to closure with all involved teams.
Manage identified problems to proactively prevent incidents from occurring and to minimise the impact of incidents that cannot be prevented.
Manage problem tickets for identified high priority incidents.
Prioritise problem records and eliminate backlogs.
Own and maintain the Known Error Database (KEDB).
Contribute to major incident reviews.
Ensure the right tools and competencies are in place to support effective incident and problem-related trend analysis and investigation.
Analyse data and metrics provided by the Service Desk to understand trends.
Analyse trends and agree follow up actions with the Production and Infrastructure Support teams.
Manage the operational effectiveness of the problem management process.
Agree and monitoring measures for problem management performance.

The Company:

Our client has grown during a challenging economic period and continues to press forward with new client wins, new company acquisitions and new market ventures. It works with many of the UK’s top 1,500 organisations and employs over 80,000 people. This is a FTSE 100 company that genuinely encourages the long-term development of its staff and looks for promotion opportunities internally.

The ideal Problem Manager must be able to demonstrate the following skills and experience:

A minimum of 3+ years’ experience in a Problem Manager role or equivalent.
A background working in the Financial Services industry an advantage but by no means essential.
An excellent working knowledge of ITIL problem management processes
Proven track record in problem management delivery.
Experience of operating with a high level of autonomy and the ability to manage input from others to ensure delivery to agreed timescales.
Excellent English communication skills both written and oral.

Remuneration:

Salary: To £50,400annualised dependent on experience
Benefits: The usual corporate benefits including contributory pension, employee benefits save as you earn scheme and discounts of other insurances
Start: ASAP
Location: London

Problem Manager, Service Delivery, Infrastructure, ITIL, London, to £42k + benefits

Problem Manager, Financial Services, Banking, Incident Management, London, Infrastructure,
Problem Management, Services Delivery, Incident Manager, Infrastructure, ITIL, Permanent, Kent