Lead Problem Manager

Lead Problem Manager

Purpose of Role:

Operational execution of Problem Management processes to ensure full accountability and in control of problem management. Work with suppliers & internal supply chain to co-ordinate all activities to proactively prevent problems, resolve existing problems and improve service quality and stability.

Responsibilities:

• You will lead three Problem Managers through an exciting period of transformation to further improve the technology systems for colleagues and customers.
• Taking charge of a successful team and continue our maturity journey; lead, support and build the team as individuals and a group.
• Exhibiting an energetic attitude focusing on the stability of our services. Direct and coordinate the Problem Management process ensuring it is executed effectively and consistently so that problems are addressed.
• Ensuring end to end processes are performed with appropriate control, measurement and governance.
• Supporting Incident Management by providing assistance during major incidents when necessary as well as actively working on the on-call rota for out of hours Incident Management.
• Building positive, open and constructive relationships with key partners across Technology Services, our business and supply chain.
• Delivering to exceptional standards in a fast paced environment and negotiating through difficult situations to reach successful conclusions.
• Utilising your experience of working within a multi-vendor, outsourced environment with complex infrastructure to steer progression and closure of problem records.
• Contribute to the design and development of Problem Management processes, tools, templates, documents and reports.
• Providing education, guidance and support, to ensure adoption of, and adherence to Problem Management processes across the organisation.

Complete job description and company details can be provided upon request