At a Glance
- Tasks: Lead problem management initiatives and implement ITIL standards for service operations.
- Company: Dynamic company focused on continuous improvement and high-quality service delivery.
- Benefits: Competitive salary, hybrid working model, and opportunities for professional growth.
- Other info: Join a supportive team that values innovation and personal development.
- Why this job: Make a real impact by improving IT services and enhancing customer experiences.
- Qualifications: Experience in IT service management and strong analytical skills required.
The predicted salary is between 30000 - 30000 £ per year.
If you think you are the right match for the following opportunity, apply after reading the complete description.
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 client’s new and existing services through process documents and visuals.
- Review and update service transition processes and ensure best practice adherence.
- 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.
Problem Manager - ITIL employer: Operations Resources
Join a forward-thinking organisation that prioritises ITIL best practices and fosters a culture of continuous improvement. With a hybrid working model based in Cardiff, we offer a supportive environment where your contributions to problem management will be valued and recognised. Enjoy opportunities for professional growth, a commitment to employee well-being, and the chance to work collaboratively with dedicated teams focused on delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Problem Manager - ITIL
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local meetups. 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 common questions related to ITIL and problem management. Practise your answers, but keep it natural – we want you to sound confident, not robotic!
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you've identified trends or improved processes in past roles. This will demonstrate your ability to add value right from the start.
✨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 Problem Manager - ITIL
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start your application, make sure to read the job description from top to bottom. It’s packed with info about what we’re looking for, and it’ll help you tailor your application to show us why you’re the perfect fit!
Show Off Your ITIL Knowledge:Since this role is all about ITIL standards, don’t hold back on showcasing your knowledge! Mention any relevant experience or certifications you have that relate to ITIL practices, as this will really catch our eye.
Be Clear and Concise:When writing your application, keep it clear and to the point. We love a well-structured application that highlights your skills and experiences without unnecessary fluff. Make it easy for us to see how you meet the requirements!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need right there!
How to prepare for a job interview at Operations Resources
✨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 company.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to identify trends and improve service management. Think about specific situations where your analytical skills made a difference. This will demonstrate your ability to evaluate risks and impacts effectively.
✨Demonstrate Your Communication Prowess
Since the role involves a lot of customer interaction, practice articulating your thoughts clearly. Be prepared to discuss how you've communicated complex information to both technical and non-technical stakeholders in the past. Good communication is key!
✨Highlight Your Continuous Improvement Mindset
Be ready to talk about how you foster a culture of continuous improvement. Share examples of initiatives you've led or been part of that aimed at enhancing service delivery. This shows you're not just about maintaining standards but also about pushing for better outcomes.
