Problem Manager

The Associates Global Ltd
55000.00 - 65000.00 GBP Annual + plus car, bonus and benefits
04 Sep 2017
19 Sep 2017
Contract Type
The Associates are looking for a problem Manager based in South West London. The role will report directly to the Director of Service Management. The main pillars for this role is exceptional communication and stakeholder management, a broad understanding of technology from and architectural perspective as well as experience in owning and defining the Problem Management process. This role will be in a matrix environment with an overarching view of the 5+ functions across Service management. The company is an exceptional place to work with a family first environment and a long average tenure for employees.

The fundamentals of the role are:

Problem Management Process & Governance: This is the bulk of my day-to-day job and involves:

?? Tracking, monitoring and managing all open Problems from inception to closure.

?? Creation, tracking and chasing up on all open actions agreed for open Problems and Known Errors

?? Investigation into High Priority Problems and possible causes including sessions with technical team to complete a technical walk through and review of architecture designs

?? Weekly meetings with Team Leads and Line Managers to discuss open problems, road blocks, progress and updates

?? Weekly & monthly reporting activities

?? Weekly Problem, Service Improvement and Incident governance board


?? Ad-hoc meetings for specific problems including Major Incident follow up and RCA analysis

?? Managing, maintenance, improvement of the Problem Management Tooling in ServiceNow.

?? Problem Management Training, webinars, seminars and conferences.

?? User assistance for the Process and how to use ServiceNow

?? Weekly Customer Services Problem Review

?? Weekly meetings with external vendors involved in the process (Kana)

?? Annual Objectives and ad-hoc tasks e.g. Audits, In-depth RCA analysis during system instability

?? Service Improvement Programme Governance & Process Improvement / Efficiencies: This includes reporting, catch up meetings, weekly reviews, documentation, solution design, tracking and managing.

?? Service Acceptance Criteria Sign-Off and Service Design and Transition: This include Service Design and transition activities, meetings, document reviews, Project updates, weekly SD&T meetings, Problem specific feedback and review. Attending the CAB twice a week

?? Process Architecture: This includes Process reviews, updates and documentation, reviewing support processes following Major Incidents. Monitoring and escalation reviews and incident response reviews.

?? Other: Includes general meetings and activities like weekly comms, IT Town Halls, Daily Stand-up's, Management meetings, Team Meetings etc.

The skill profile you will need to be the successful Problem Manager include:

- Technical: A sound technical knowledge of IT architecture, technologies, acronyms and system interdependencies
- Good communication and interpersonal skills
- Personal: Analytical and Problem specific skills, perseverance, tenacity, diplomacy and pragmatism
- A good appreciation of the IT services and how they support and keep the Business going. A technical background e.g. support
- A background within IT Service Management is needed as you need to understand how IT organisations operate in relation to technology. Experience within Insurance/Warranty based businesses.
- ITIL qualification - ITIL Expert ideally with Practitioner level training in Service Operations in CSI

If you want to work for a business where your contribution is appreciated and makes a real difference to the business then this role as a Problem Manager will see you help guide and shape the problem aspects of the Service Management function.