Problem Manager - ITIL

Operations Problem Manager

£30K

Hybrid home and Cardiff office based

Mon – Friday standard office hours 37.5 hours per week.

Purpose of Role

Responsible for ensuring that the business operates to ITIL standards within its Service Desk Operations and wider operations, implement and maintain problem management standards, processes, and policies. Lead problem management analytics, reporting and meetings and resolutions with colleagues and customers

Main Tasks and Objectives

• To perform an initial ITIL gap analysis, produce a plan and implement actions to address areas of improvement.
• Develop a culture of ITIL best practices within service operations.
• Implement and maintain Problem management methodology, process, and policies.
• Lead problem management within the business and organise cross department teams to ensure consistency in problem identification and reporting.
• Lead customer interaction in relation to problem management working closely with customer facing teams.
• Define Service catalogue and ensure it is reviewed and updated periodically.
• Service design, design and document the client’s new and existing services through process documents and visuals.
• Implement – Review and update service transition processes and ensure best practice adherence.
• Continuous Service Improvement (CSI), review data and identify areas for continuous service improvement.
• Develop Problem management and business information dashboards and reporting.
• Work with internal and customer technical teams to define problem risk and impact, investigations, action owners and timeframes.
• Maintain excellent standards of documentation including minutes or meetings, reports and business insights.
• Analyse available business data to identify trends and patterns and provide executive insights relating to areas of focus.
• Assist the Executive and management teams building a culture of continuous service improvement.
• Provide input into proposals/RFPs for service improvements or service enhancements.
• Monitor service performance trends and work with projects, service desk and maintenance operations to make sure CSI trends and problems are identified and reported.
• Work with the Account Managers to demonstrate problem management and potential upsell opportunities.
• Attend customer meetings as appropriate and as directed by the Executive directors e.g. CSI and problem meetings, Service reviews.

Outcomes and Deliverables

• Professional, confidential and efficient Problem and Service management.
• High level of customer service both externally and internally across the organisation.
• High level of staff morale in line with the values of the organisation.
• Support the development of continuous improvement culture within the business.
• High level of health, safety and legal compliance.

Person Specification

The Service Problem manager would be expected to demonstrate the following skills and behaviours:

• Self-Motivated- takes the lead with all problem management initiatives and is passionate about the identification and implementation of service improvement initiatives.
• Continuously seeking to improve their knowledge of ITIL standards, the business and Problem trends, can work alone to interrogate data and to identify trends and insights.
• Analytical- experienced in evaluating IT service management risks and their impact.
• Proficient in the use of Excel and PowerBi and can introduce other tools that would improve the company’s problem management or services.
• Time management and urgency - Proficient in prioritising investigations and prioritising fixes.
• Excellent technical skills and ITSM experience.
• Excellent standards of communication.