Problem Manager in Oldham

Reporting to the DVSA Service Assurance Manager, providing effective, efficient and customer centric problem management, including the maintenance of policies, processes, procedures, and standards in support of User Services and DVSA objectives and strategy. The purpose of the Problem Management Lead role is to continuously drive forward and minimise the adverse impact of incidents and problems on the business caused by errors within the IT Infrastructure. The Problem Management Lead will assist with enhancing the reputation of IT by helping with reducing the volume of incidents being raised from reoccurring issues (both proactive and reactive) across the technology estate, coordinating the necessary activities to ensure problem resolution in a timely manner, minimising the adverse impact on business operations and implementing problem remedies to prevent future incidents.

The Problem Management Lead ensures a coordinated cross-team effort, managing escalations, and communications across all parties. The role is also responsible for conducting reviews following the resolution of major incidents or problems to contribute to the delivery and operation of high-quality services through which business objectives and goals are met.

Your responsibilities will include, but aren’t limited to:

• Responsible for ensuring that all MIR (Major Incident Reviews) are held and discussed to ascertain what went well, what could have been done better and highlight any outstanding actions.
• Responsible for building and delivering a suite of MI reports, with the help from Incident Management, to the Service Assurance Manager – includes creation of performance reports, analysing metrics, making recommendations for process improvement as set out in the Problem Management Process to the Service Assurance Manager.
• Creates trend analysis reports to proactively identify problems and monitors actions to investigate and resolve recurring problems in systems and services; implement agreed remedies and preventative measures.
• Custodian of all process, policy and working practices used in Problem Management for all services provided by the business.
• Form a working relationship with business operational teams to ensure continuous high performance and improvements.
• Drive Continuous Service Improvement activities to identify and deliver opportunities to improve process.
• Promote sharing of best practices and knowledge regarding problem management across Tech Services, aligning to the ISO20000 standards.
• Provides supporting information so that Service Managers can hold suppliers/3rd parties to account according to contractual obligations about resolving problems and the provision of information and data to restore service.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives.
• Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Communicate with all major internal stakeholders to understand and meet their business objectives.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.