5 of 5 Problem Management Jobs in the West Midlands

to optimise their customer estate, improve their service as well as hardening security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licences, lifecycle management, renewals, end of life hardware etc. Whilst always seeking to optimise the customers cost base. In this role,will be developing and implementing service assurance policies, procedures, and best … practices across all Intercity Service towers. Monitoring and reporting on service metrics, SLAs, customer feedback, and incidents to support with Identifying and resolving service issues, problem management, risks, and gaps. Support with planning and executing service improvement initiatives and projects. The Head of Service Assurance will also support with contract management to ensure the effective and efficient … management of contracts throughout their life cycle for in-life add moves and changes. As a Head of Service Assurance, you will be responsible for; Customer-Centric Excellence: Youll collaborate closely with our customers, understanding their unique needs and challenges. By leveraging data, analytics, and best practices, youll provide tailored recommendations to optimize their service experience. Commercial Acumen: As More ❯

user/leaver requests in line with SLAs and KPIs Accurately and promptly logging and updating calls on the IT Service Desk knowledge base with the outcome of your problem solving and investigations Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication Visiting other offices to deliver IT projects or resolve specific IT … Support Focusing on more complex, time-consuming queries, helping to minimise the number of incidents that are escalated to the IT 3rd line resolver group Contributing to the Change Management and Problem Management processes Training and developing new members of the 1st line team, to help improve their knowledge and level of service provided Working collaboratively with … e.g., TCP/IP, DNS, DHCP and VPN, SCCM · Knowledge and experience of CRM System (InterAction), iManage Worksite/Filesite, IP Phone Administration (Mitel), Digital Dictation (Winscribe), Mobile Device Management and security products (antivirus, disk encryption, USB device control) · Excellent customer service and client-facing skills · Excellent communication skills - both written and verbal · Proven analytical and problem-solving More ❯

and feature testing including Vulnerability scans and base staging configuration. Deployment Standards Documentation Providing training for Solution/Product overviews and configuration training to support teams for BAU implementation, Problem Management and monitoring. Providing both Training documentation, Video and Instructor Led Training Sessions internally. Providing routine Reports or assist teams to enable the gathering of reporting on system … highly desirable. Youll be proficient in UC VOICE, Cisco Servers, VMware, Windows Server, VEEAM, Synology, SIP, G711alaw, Cisco CUBE SBCs, Gateways, and modems. Well need you to have strong problem-solving abilities for complex security issues. Excellent interpersonal skills; ability to explain technical concepts to non-technical audiences. Youll have experience in leading and mentoring technical teams. Whats in More ❯

shape the function, drive best practices, and make a lasting impact on how the organisation responds to evolving threats. Key experience they're looking for: Solid background in Incident & Problem Management, with the ability to lead effective responses and continuous improvement initiatives. Strong Stakeholder Management skills, with the confidence to work across technical and non-technical teams. … Familiarity with ITIL and Service Management framework. A good understanding of the current Cyber Threat Landscape, including common threat actors, attack vectors, and response strategies. What's on offer: Salary up to £70,000, depending on experience Hybrid working, Annual bonus Strong pension scheme If this sounds like the right fit for you, apply now or send your CV More ❯

opportunity to make a real difference in public service delivery while working in a dynamic, collaborative environment. What skills, knowledge and experience will you need? Experience in IT service management, ideally using ITIL-based methodologies. Ability to manage live service issues and work under pressure to tight deadlines. Strong stakeholder engagement skills, including working with external suppliers and operational … teams. Experience contributing to incident and problem management, service reporting, and SLA/OLA management. Ability to communicate technical issues in clear, business-focused language. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle-Upon-Tyne or Sheffield. Hybrid Working: We work a hybrid model - you More ❯