Problem Manager

Problem Manager- Either Nottingham or Sheffield Based

About the opportunity

Reporting into the Problem Management Lead, the main purpose of the Problem Managers role is to resolve the causes of incidents and minimise the adverse impact of incidents caused by errors within the IT infrastructure.

Problem Manager Duties and Responsibilities
Driving the efficiency and effectiveness of the problem management processes
Producing and acting upon management information, including SLA performance KPIs and reports to continually improve service quality
Monitoring the effectiveness of problem management and making recommendations for improvement
Developing and maintaining the problem management processes where owned by or providing input to client side process owners if applicable
Reviewing and auditing the problem management processes
Ensuring that all IT teams follow the problem management processes for every problem record
Acting as an escalation point for the client and in support to the Service Delivery Manager
Stay appraised of industry best practice and where applicable introduce as part of continuous improvement

What we are looking for from you
Educated to A Level standard (or equivalent)
ITIL Foundation (or equivalent)
Experience in process level (Problem, Request, Incident etc.) management
Business experience gained in Service Management and/or technical delivery roles, across a range of customers ideally in a Managed Services environment
Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.
Relationship building with mid-level members of an organisation - gaining trust and confidence from customers