Problem Manager ITIL

Methods Business and Digital Technology Limited

Methods is a 100M IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based we apply our skills in transformation delivery and collaboration from across the Methods Group to create end-to-end business and technical solutions that are people-centred safe and designed for the future.

Our human touch sets us apart from other consultancies system integrators and software houses - with people technology and data at the heart of who we are we believe in creating value and sustainability through everything we do for our clients staff communities and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Role Description

Candidates must have a strong track record of performing aProblem Management role ideally with a proven knowledge and understanding of how this aligns toITILprocesses.

Responsible for Ownership and Coordination of actions of all problems and act as a Single Point of Contact for one or more problems.

To analyse root cause identify Known Error and coordinating actions to fix the error

To review the Problem Trends and Planning and Driving Improvement Plan

To be proactive in identifying problems analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit

Develop and establish Problem Management processes and procedures in ServiceNow that meet the requirements of existing services and the agile development and deployment of new services

Establish points of contact for service Problem Management reporting utilising ITSM Solution

Establish the Known Error database (fed by live services Problem Management and the development Defect Management processes) and work with Service Transition to develop processes that maintain it in line with development sprints and changing business requirements

Provide assistance and advice to Incident Management staff on best available work around for incidents related to Problems and Known Errors

Review incident and change data to identify analyse trends identify and assign problems to suitable delivery or support owners

Provide advice and information to Service Managers Business Product Owners and other key stakeholders to enable the prioritisation of Problem resolution with planned future development within sprints

Own the co-ordination of actions and drive the analysis and activities to establish the root cause work around and development actions to remove errors through the agile development lifecycle

Stabilise Problem Management capability whilst familiarising and mentoring permanent staff

Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)

Reviews the efficiency and effectiveness of the Problem control process

Monitors the effectiveness of error control and makes recommendations for improvements

Maintains inventory of problems under analysis and their current progress and status

Follows up issues and progress with problem owners where necessary

Produces Problem Management reports and management information

Coordinates meetings to resolve problems

Preventsrecurrence of issues by identifying root cause and implementing fix

Work with all internal technical teams Service Management and external stakeholders like customer and 3rd party

Drive all problems towards root cause identification and permanent fix

Need to have innovative approach as problems are unique and need to use different RCA techniques

Providing SME advice during the service transition/acceptance into service of new services

This role would best suit an individual who has a proven track record in delivery in a similar role

Experience of working in a high-pressured environment

• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)

Experience of SLA reporting Key Performance Indicators Dashboard reporting and Trend Analysis

Supplier management experience

Experience in case management toolsets preferably ServiceNow

Excellent working knowledge of Microsoft Office particularly Excel

Proven experience in communicating with a variety of stakeholders at different levels

Strong Team working skills

Able to work without supervision

Strong inter-personal skills

Good communication and negotiation skills

By joining us you can expect:

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong inspiring and thought-provoking leadership
• A supportive and collaborative environment.

As well as this we offer:

• Development access to LinkedIn Learning a management development programme and training
• Wellness 24/7 Confidential employee assistance programme
• Social Breakfast Tuesdays Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
• Time off 25 days a year
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Discretionary Company Bonus based on company and individual performance
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependants included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included)

Required Experience:

Manager