Problem Manager - ITIL/IT Service Management - SC Cleared

Senior Problem Manager - SC Cleared

The Senior Problem Manager is a role within the IT Service Management department, reporting into the Head of Service Insight and Improvement.

They are accountable for the overall quality and execution of the Problem Management process, to reduce the likelihood and impact of incidents by supporting Product Teams to identify underlying causes of persistent or repeat and potential incidents and managing workarounds and known errors.

The Senior Problem Manager will have line management responsibilities, including:

• Oversight of direct reports and line management duties throughout their team.
• Managing team prioritisation and utilisation.
• Leading recruitment within the Problem Management team.
• Demonstrating role model values of diversity and inclusion, leadership and embracing change within the team, engaging and maintaining the commitment of staff.
• Developing a supporting environment for staff, promoting a culture of constructive feedback, learning, development and flexible working.
• Building an open and collaborative culture within the Problem Management team.

The Senior Problem Manager is responsible for:

• Providing expertise and point of escalation for Product Teams in the root cause analysis and resolution of emerging and recurring problems.
• Collating, managing and triaging the backlog of priority problems and known errors, ensuring they are prioritised in line with the business need, in conjunction with the relevant Product Owner.
• Overseeing Problem Management processes and procedures, sharing best practice with Product Owners.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures
• Overseeing Problem Management reporting and management information to inform continual service improvement activities.
• Providing updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.
• Working closely with the Incident Management team, leading forums such as Post Incident Reviews to ensure actions are assigned and managed through to completion.
• Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government's diplomatic, development and consular work around the world.

We are looking for someone with strong technical skills and a proven track record of leading and enabling Problem Management functions to support continual service improvement, who can demonstrate the skills outlined in the Problem Manager role-level, in particular:

• Problem Management (relevant skill level: practitioner)
• Ownership and Initiative (relevant skill level: practitioner)
• Incident Management (relevant skill level: practitioner)
• Continual Service Improvement (relevant skill level: practitioner)
• Community Collaboration (relevant skill level: practitioner)

A minimum of ITIL Foundation is required for this role.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.