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For Companies At a Glance
- Tasks: Lead problem management to enhance IT services and minimise disruptions.
- Company: Join Midland Credit Management, part of Encore Capital Group, a leader in financial services.
- Benefits: Enjoy a hybrid work model with travel opportunities across Europe.
- Why this job: Be part of a dynamic team focused on continual improvement and IT excellence.
- Qualifications: 5 years of experience in problem management and ITIL best practices required.
- Other info: Ideal for self-motivated individuals with strong analytical and communication skills.
The predicted salary is between 43200 - 72000 £ per year.
An excellent opportunity has arisen for a Group IT Problem Manager within the Cabot Service Delivery team. This is a hybrid role with travel to Kings Hill, London and European sites required.
The Team
The Service Delivery Team within Cabot Group play a key role in providing structure and frameworks by which the IT department as a whole operate. Some of the key areas of responsibility are Vendor Management, Service Transition, Change Management, Problem Management and Service Level Management, alongside ownership of the critical ITIL processes. Our remit is to design, implement and regularly measure our performance against these processes, striving for continual service improvement.
Job Purpose
The IT Problem Manager’s primary objective is to ensure the problem management practice aligns to ITIL best practice, successfully and efficiently drives the control and remediation of all IT problems, minimises the impact of known errors and incidents that cannot be prevented, and where possible prevents incidents from occurring. The Problem Manager will work closely with the various technical owners, analysts and major incident managers to ensure that problems are identified and managed efficiently throughout the problem lifecycle. The IT Problem Manager is also responsible for measuring and reporting the performance of the Problem Management practice, identifying continual improvement opportunities, and the overall maturity of the practice. As part of the IT Service Management team, the Problem Manager will also be expected to support the other core ITSM practices, such as Incident, Change, Service Transition and Service Request Management.
Key Accountabilities & Responsibilities
- Work with the IT Group Service Manager and IT Operations director to define the overall strategy, approach, and roadmap for IT Problem Management.
- Measure and report on the success and effectiveness of the IT Problem Management practice, utilising ITIL best practice KPIs and PSFs and driving continual improvement.
- Provide detailed reporting and analysis of problems throughout the problem lifecycle (Identification, Problem Control, Error Control).
- Ensure training, awareness and adherence of the IT Problem Management practice across IT.
- Provide training on various root cause analysis techniques, including how and when they should be applied.
- Chair Problem Review meetings with stakeholders, and act as a key participant in post major incident review (PMIR) and post implementation review (PIR) for change and incident management respectively.
- Support core IT Service Management practices, such as incident, change, service transition, and service request.
Required Knowledge & Experience
- 5 Years of demonstrable experience leading problem management in a complex organisation, following ITIL best practice guidelines.
- Extensive experience working with ServiceNow, specifically for IT Problem Management.
- Knowledge of core ITSM practices, including incident, change, service request.
- Excellent understanding of different Root Cause Analysis techniques, and how/when to apply.
- Strong analytical skills with excellent attention to detail and ability to think critically and make informed decisions.
- Excellent stakeholder management, communication and interpersonal skills.
- Self-motivated and able to work off your own initiative.
- ITIL foundational qualification (v3 or above).
Desirable Skills
- Experience working in a regulated industry, preferably within the financial industry.
- Clear understanding of legislative and regulatory influences applicable to the credit and finance sectors.
- A recognised qualification in an IT related discipline.
Personal Attributes
- Excellent attention to detail.
- A strong desire to improve existing processes.
- Tenacious, with high standards and expectations.
- Able to work collaboratively within the team to deliver on accountabilities and responsibilities.
- Excellent communication skills, both in person and in writing.
Group IT Problem Manager employer: Midland Credit Management, Inc.
Contact Detail:
Midland Credit Management, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group IT Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially in relation to problem management. Understanding the frameworks and methodologies that underpin this role will not only help you in interviews but also demonstrate your commitment to aligning with the company's standards.
✨Tip Number 2
Gain hands-on experience with ServiceNow, particularly its problem management functionalities. Being able to discuss specific features or past experiences using this tool can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've applied root cause analysis techniques in previous roles. Be ready to provide examples of how your interventions led to improved processes or reduced incidents.
✨Tip Number 4
Network with professionals in the IT service management field, especially those who have experience in regulated industries like finance. This can provide you with insights into the challenges faced in such environments and help you tailor your approach during the application process.
We think you need these skills to ace Group IT Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in problem management, particularly within complex organisations. Emphasise your familiarity with ITIL best practices and any relevant tools like ServiceNow.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role of IT Problem Manager. Mention specific experiences that demonstrate your analytical skills and stakeholder management abilities.
Showcase Relevant Skills: Clearly outline your knowledge of root cause analysis techniques and your ability to drive continual improvement. Use examples from your past roles to illustrate these skills.
Highlight Continuous Improvement: Discuss how you've previously measured and reported on the success of problem management practices. Include any KPIs or PSFs you’ve worked with to show your commitment to excellence.
How to prepare for a job interview at Midland Credit Management, Inc.
✨Understand ITIL Best Practices
Make sure you have a solid grasp of ITIL best practices, especially in relation to problem management. Be prepared to discuss how you've applied these principles in your previous roles and how they can benefit the organisation.
✨Showcase Your Analytical Skills
As a Group IT Problem Manager, strong analytical skills are crucial. Be ready to provide examples of how you've used data to identify problems and drive improvements in past positions. Highlight your attention to detail and critical thinking abilities.
✨Prepare for Stakeholder Engagement
Since you'll be working closely with various stakeholders, practice articulating your communication style. Think of examples where you've successfully managed stakeholder expectations or facilitated discussions during problem review meetings.
✨Familiarise Yourself with ServiceNow
Given the emphasis on ServiceNow for IT Problem Management, ensure you're well-versed in its functionalities. If possible, share specific instances where you've leveraged ServiceNow to enhance problem management processes.
