At a Glance
- Tasks: Lead problem management initiatives and drive continuous service improvement across the organisation.
- Company: Dynamic tech company focused on ITIL standards and customer satisfaction.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a supportive team that values innovation and continuous improvement.
- Why this job: Make a real impact by enhancing IT services and improving customer experiences.
- Qualifications: Strong analytical skills, ITIL knowledge, and proficiency in Excel and PowerBi.
The predicted salary is between 30000 - 30000 £ per year.
Operations Problem Manager £30K Hybrid home and Cardiff office based Mon Friday standard office hours 37.5 hours per week.
Purpose of Role
Responsible for ensuring that the business operates to ITIL standards within its Service Desk Operations and wider operations, implement and maintain problem management standards, processes, and policies. Lead problem management analytics, reporting and meetings and resolutions with colleagues and customers.
Main Tasks and Objectives
- Perform an initial ITIL gap analysis, produce a plan and implement actions to address areas of improvement.
- Develop a culture of ITIL best practices within service operations.
- Implement and maintain Problem management methodology, process, and policies.
- Lead problem management within the business and organise cross department teams to ensure consistency in problem identification and reporting.
- Lead customer interaction in relation to problem management working closely with customer facing teams.
- Define Service catalogue and ensure it is reviewed and updated periodically.
- Service design, design and document the clients new and existing services through process documents and visuals.
- Review and update service transition processes and ensure best practice adherence.
- Continuous Service Improvement (CSI), review data and identify areas for continuous service improvement.
- Develop Problem management and business information dashboards and reporting.
- Work with internal and customer technical teams to define problem risk and impact, investigations, action owners and timeframes.
- Maintain excellent standards of documentation including minutes of meetings, reports and business insights.
- Analyse available business data to identify trends and patterns and provide executive insights relating to areas of focus.
- Assist the Executive and management teams building a culture of continuous service improvement.
- Provide input into proposals/RFPs for service improvements or service enhancements.
- Monitor service performance trends and work with projects, service desk and maintenance operations to make sure CSI trends and problems are identified and reported.
- Work with the Account Managers to demonstrate problem management and potential upsell opportunities.
- Attend customer meetings as appropriate and as directed by the Executive directors e.g. CSI and problem meetings, Service reviews.
Outcomes and Deliverables
- Professional, confidential and efficient Problem and Service management.
- High level of customer service both externally and internally across the organisation.
- High level of staff morale in line with the values of the organisation.
- Support the development of continuous improvement culture within the business.
- High level of health, safety and legal compliance.
Person Specification
The Service Problem manager would be expected to demonstrate the following skills and behaviours:
- Self-Motivated - takes the lead with all problem management initiatives and is passionate about the identification and implementation of service improvement initiatives.
- Continuously seeking to improve their knowledge of ITIL standards, the business and Problem trends, can work alone to interrogate data and to identify trends and insights.
- Analytical - experienced in evaluating IT service management risks and their impact.
- Proficient in the use of Excel and PowerBi and can introduce other tools that would improve the company’s problem management or services.
- Time management and urgency - Proficient in prioritising investigations and prioritising fixes.
- Excellent technical skills and ITSM experience.
- Excellent standards of communication.
IT Problem Manager employer: Operations Resources Limited
As an IT Problem Manager at our Cardiff office, you will thrive in a dynamic and supportive work environment that champions ITIL best practices and continuous service improvement. We offer a hybrid working model, competitive salary, and opportunities for professional development, ensuring that you can grow your skills while contributing to a culture of excellence and collaboration. Join us to be part of a team that values innovation, customer satisfaction, and employee well-being.
Contact Details:
Operations Resources Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Problem Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people 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 practising common questions and scenarios related to ITIL standards and problem management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've identified trends and implemented improvements in past roles. This will demonstrate your ability to add value to the team right from the get-go.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Problem Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Problem Manager role. Highlight your experience with ITIL standards and problem management processes, as well as any relevant analytics skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter should tell us why you're passionate about problem management and how your skills align with our needs. Share specific examples of how you've implemented improvements in past roles. This is your chance to shine!
Showcase Your Analytical Skills:Since the role involves a lot of data analysis, make sure to highlight your proficiency in tools like Excel and PowerBi. We love seeing candidates who can turn data into actionable insights, so don’t hold back on your achievements!
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 StudySmarter!
How to prepare for a job interview at Operations Resources Limited
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Understand the key principles and how they apply to problem management. Be ready to discuss how you've implemented ITIL standards in previous roles and how you can bring that expertise to the table.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to identify trends and improve service management. Be specific about the tools you've used, like Excel or PowerBi, and how they helped you make informed decisions. This will demonstrate your analytical prowess and your ability to drive continuous service improvement.
✨Communicate Clearly and Confidently
Since this role involves a lot of interaction with customers and cross-department teams, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing past experiences. This will help you convey your ideas effectively.
✨Demonstrate Your Self-Motivation
Be prepared to talk about times when you've taken the initiative in problem management. Highlight your passion for identifying service improvements and how you've led projects or initiatives in the past. This will show that you're not just a team player but also a proactive leader in your field.
