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- Tasks: Lead problem management efforts and drive solutions in a dynamic IT environment.
- Company: Join a £100M+ IT consultancy transforming the public sector in the UK.
- Benefits: Enjoy 25 days off, private medical insurance, and a supportive work culture.
- Why this job: Make a real impact while developing your skills in a collaborative team.
- Qualifications: Proven experience in problem management and knowledge of ITIL processes.
- Other info: Access to LinkedIn Learning and exciting social events throughout the year.
The predicted salary is between 36000 - 60000 £ per year.
Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy that has partnered with various central government departments and agencies to transform the public sector in the UK. Established over 30 years ago, we focus on creating end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
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.
Role Description:
- Candidates must have a strong track record in a Problem Management role, ideally with knowledge of ITIL processes.
- Responsible for ownership and coordination of actions for all problems and act as a Single Point of Contact for one or more problems.
- Analyse root cause, identify Known Errors, and coordinate actions to fix the errors.
- Review Problem Trends and drive Improvement Plans.
- Proactively identify problems, analyse, and recommend Service Improvement plans.
- Develop and establish Problem Management processes and procedures in ServiceNow.
- Establish points of contact for service Problem Management reporting utilising ITSM Solution.
- Establish the Known Error database and work with Service Transition to maintain it.
- Provide assistance and advice to Incident Management staff on best available workarounds for incidents related to Problems and Known Errors.
- Review incident and change data to identify trends and assign problems to suitable delivery or support owners.
- Provide advice to Service Managers, Business Product Owners, and other key stakeholders for prioritisation of Problem resolution.
- Own the coordination of actions to establish root causes and development actions to remove errors.
- Stabilise Problem Management capability while mentoring permanent staff.
- Identify trends and potential Problem sources by reviewing Incident and Problem analysis.
- Review the efficiency and effectiveness of the Problem control process.
- Monitor the effectiveness of error control and make recommendations for improvements.
- Maintain an inventory of problems under analysis and their current progress.
- Produce Problem Management reports and management information.
- Coordinate meetings to resolve problems.
- Prevent recurrence of issues by identifying root causes and implementing fixes.
- Work with internal technical teams, Service Management, and external stakeholders.
- Drive all problems towards root cause identification and permanent fixes.
- Provide SME advice during the service transition/acceptance of new services.
Experience Required:
- Proven track record 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.
- Strong communication skills with various stakeholders.
- Strong team working skills and able to work without supervision.
- Good interpersonal, 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 makes a difference in society.
- Strong, inspiring, and thought-provoking leadership.
- A supportive and collaborative environment.
As Well As This, We Offer:
- Access to LinkedIn Learning, a management development programme, and training.
- Wellness 24/7 Confidential employee assistance programme.
- Social events such as Breakfast Tuesdays, Thirsty Thursdays, and Pizza on the last Thursday of each month.
- 25 days of annual leave.
- Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution.
- Discretionary Company Bonus based on performance.
- Life Assurance of 4 times base salary.
- Private Medical Insurance (non-contributory, spouse and dependants included).
- Worldwide Travel Insurance (non-contributory, spouse and dependants included).
Problem Manager in London employer: EdgeMethods
Contact Detail:
EdgeMethods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how your skills align with their needs. This will help you stand out and show that you're genuinely interested in joining their team.
✨Tip Number 3
Practice your problem-solving skills! As a Problem Manager, you'll need to demonstrate your ability to analyse issues and propose solutions. Use mock interviews to showcase your thought process and approach to tackling challenges.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Problem Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Problem Manager role. Highlight your experience with ITIL processes and any relevant achievements that showcase your problem management skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our mission at Methods. Don’t forget to mention your innovative approach to problem-solving!
Showcase Your Communication Skills: As a Problem Manager, you'll be communicating with various stakeholders. Make sure your application reflects your strong communication and negotiation skills. We love candidates who can articulate their thoughts clearly and effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Methods!
How to prepare for a job interview at EdgeMethods
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of ITIL processes, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied these principles in past roles, especially in Problem Management.
✨Showcase Your Analytical Skills
The ability to analyse root causes and identify trends is crucial. Bring examples of how you've successfully identified problems and implemented solutions in previous positions. Use specific metrics or outcomes to highlight your impact.
✨Communicate Like a Pro
You'll need to interact with various stakeholders, so practice articulating your thoughts clearly. Prepare to discuss how you've communicated complex issues to non-technical audiences and how you’ve collaborated with teams to drive improvements.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Think about unique problems you've encountered and how you approached them. This will demonstrate your innovative thinking and adaptability in high-pressure situations.
