Problem Manager in London

Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy that 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 a Problem Management role, ideally with a proven knowledge and understanding of how this aligns to ITIL processes. Responsibilities include:

• Ownership and Coordination of actions of all problems and act as a Single Point of Contact for one or more problems.
• Analyse root cause, identify Known Error and coordinate actions to fix the error.
• Review the Problem Trends and Planning and Driving Improvement Plan.
• Proactively identify problems, analyse and recommend Service Improvement plans with 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 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 coordination 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.
• 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 inventory of problems under analysis and their current progress and status.
• Follow up issues and progress with problem owners where necessary.
• Produce Problem Management reports and management information.
• Coordinate meetings to resolve problems.
• Prevent recurrence of issues by identifying root cause and implementing fix.
• Work with all internal technical teams, Service Management and external stakeholders like customers and 3rd parties.
• Drive all problems towards root cause identification and permanent fix.
• Have an innovative approach as problems are unique and need to use different RCA techniques.
• Provide SME advice during the service transition/acceptance into service of new services.

Requirements

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.

Benefits

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).