Senior Problem Manager

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Work location: Nottingham or Sheffield

Working pattern: Hybrid. 2 office days per week, which is currently set at Monday & Tuesday.

Working hours: contracted hours in shift patterns between 8am and 5:30pm

Must be eligible for SC Clearance & be willing to undergo NPPV2 application

Salary banding £40,000 to £50,000

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.

The role and what you'll be getting up to on a day-to-day basis:

• Lead and Inspire: Take on line-management responsibility for other Problem Managers, ensuring the team is working efficiently and following best practices.
• Drive Efficiency: Continuously monitor, improve, and drive the effectiveness of the Problem Management processes, ensuring issues are identified and resolved swiftly.
• Be the Escalation Point: Act as an escalation point for clients, providing support to the Littlefish Service Delivery Manager and ensuring issues are handled effectively and in line with SLA expectations.
• Proactive Problem Management: Use data analysis to identify potential problems before they arise and implement proactive measures to mitigate risks.
• Create Insightful Reports: Produce management information and regular reports, analysing SLA performance, KPIs, and trends to drive service quality improvements.
• Collaborate Across Functions: Work alongside Incident Management, Change Enablement, and Continual Improvement teams to ensure seamless service delivery.
• Stay Ahead of Industry Trends: Keep up with industry best practices, bringing new ideas and processes to enhance our service delivery and client satisfaction.

Your main duties will include:

• Leading and managing Problem Managers, ensuring smooth day-to-day operations and process adherence.
• Deputising for the Problem and Major Incident Management Lead as required, ensuring the continuity of high-level service management.
• Owning and enhancing the governance of Problem Management processes for multiple clients.
• Identifying and driving proactive problem management activities, acting on emerging trends, and developing long-term solutions.
• Reviewing and improving the effectiveness of current Problem Management processes, providing recommendations for service enhancements.
• Acting as a key escalation point for both internal and external stakeholders, ensuring timely and effective issue resolution.
• Collaborating with other teams like Incident Management, Major Incident Management, and Change Enablement to continuously improve services.

What are we looking for in the successful candidate?

• We're looking for a dynamic and experienced Senior Problem Manager with strong leadership skills and a proactive approach to problem-solving.
• ITIL Foundation certification.
• Extensive experience in a Problem Management role, with a proven track record in handling complex problem management processes.
• Problem-Solving Expertise: Ability to identify problems, classify and prioritise them, and implement effective solutions.
• Strong Relationship-Building Skills: Proven ability to build trust and confidence with mid-level members of client organisations.
• Demonstrated ability to manage multiple tasks, prioritise effectively, and meet SLAs and KPIs.
• Experience in Service Management and a passion for driving continuous improvement.
• Ability to explain technical issues in a clear and accessible way, making complex problems understandable to non-technical stakeholders.
• Excellent leadership qualities with the ability to inspire and manage a team.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500
• Referral bonus scheme of £1,000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase and sale of annual leave scheme

Life at Littlefish: Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

• I am High Performing - I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate - We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.