Problem Manager

Problem Manager (ITIL) required for this enterprise scale business - with both technical and non-technical users - paying up to £55k to 60k + Excellent Pension + BenefitsThis is a hybrid role, more than comfortable with remote working, however you will need to be able to get to Birmingham on a roughly twice-a-month basis in order to meet with leaders and users as part of the role.This is a 24/7/365 business with circa 28000 employees and users that are a mix of technical users and predominately non-technical users. The ability to engage with the business to understand needs of non-technical stakeholders will be key to success in this role.As the Problem Manager you will be responsible for developing the problem management, ITIL based, processes from scratch and support the implementation of problem management.As Problem Manager you will contribute to the improved availability of the IT services and the reduction of service incidents through the reactive and proactive application of the newly developed problem management process.Operate and support problem management processes across the business, helping to continuously improve service delivery along with being able to analyse incident and problem issues whilst leading on root cause analysis.Providing leadership, advice, and implementation support to assess organisational capabilities and to identify, prioritise and implement service improvements.The organisation will be looking to you to put brand new processes in place as they have very limited in the way of problem management, continuous improvement or transition process or experience.To be successful in this role you will have as much of following experience as possible:A good background in Problem Management within a complex business environment.Strong ITIL knowledge.Good experience of putting in or understanding of Problem Management process in place and ideally an understanding of project methodologies.Root cause analysisAwareness of incident managementGreat engagement and stakeholder management skills.Experience of working across a multi supplier environment.Understanding how service operations work across the spectrum would be useful.This role is ideal for some who can bring brand new process and ideas to Problem Management and Service Improvement as well as offering the opportunity to give something back by supporting a critical UK organisation.For more information on this role, a detailed role profile and a confidential conversation - Apply now!