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- Tasks: Manage problem resolution processes and ensure seamless service operations.
- Company: Join a growing civil service organisation with a focus on innovation.
- Benefits: Competitive salary, generous leave, flexible working, and a strong pension scheme.
- Why this job: Play a key role in transforming IT services and making a real impact.
- Qualifications: Experience in operational environments and strong analytical skills required.
- Other info: Enjoy a culture of inclusion and opportunities for personal development.
The predicted salary is between 44700 - 47500 £ per year.
A new exciting permanent opportunity has become available working with a growing civil service organisation, specifically within their enterprise service management team, where they are looking to hire two experienced problem managers and play a pivotal role in supporting the Head of Service Operations in delivering contracted requirements related to operational and IT Services problem management. This role involves negotiating solutions with Service Providers, developing and implementing improvement initiatives, and ensuring seamless service operations during their ongoing business transformation programme.
Day-to-day of the role:
- Manage the Problem Management Process and coordinate actions to ensure speedy resolution with minimal disruption.
- Provide assurance that problems are identified, communicated, and assessed in line with requirements and agreed SLA/KPIs.
- Engage actively with supplier programme delivery and transition activities, assisting in the realisation of the SIAM function.
- Ensure Service Providers provide all management information as required under the contract and take responsibility for the resolution/escalation of issues.
- Work with internal/external stakeholders, External/Internal Audit, and Service Providers regarding specific audit actions related to Problem Management and other ITSM processes.
- Act as the primary interface for day-to-day liaison with Service Providers, ensuring problem classification, stakeholder notification, monitoring, and closure of problems are managed effectively.
- Lead Problem Management Working Groups with suppliers, reviewing performance and identifying future proactive Problem records from trends.
Required Skills & Qualifications:
- Significant experience in a high-volume, complex operational SIAM environment, preferably within an outsourced third-party setting.
- Operational background with experience in digital customer operations, back office/support functions, and operational IT.
- Strong analytical skills with experience in analysing complex information and management information to drive decisions.
- Proven ability to build strong relationships with internal stakeholders and third-party suppliers/partners.
- Experience using Problem Management Software/Tooling, e.g., ServiceNow.
Desirable: ITIL V3 certification or similar experience within a service management framework.
Benefits:
- Competitive salary with a Civil Service pension with an average employer contribution of 28.97%.
- Flexible hybrid working options and a 9-day fortnight scheme.
- Generous annual leave - starting at 25 days, increasing to 30 days.
- Performance-related variable pay bonus.
- Enhanced maternity, paternity, adoption, and shared parental leave.
- Opportunities for learning and development tailored to your role.
- A culture encouraging inclusion and diversity.
To apply for the Service Operations Specialist position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
Locations
Problem Manager in City of London, London employer: Reed Technology
Contact Detail:
Reed Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Manager in City of London, London
✨Tip Number 1
Network like a pro! Reach out to people in the 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 its culture. Understand their values and how your experience aligns with their needs. This will help you stand out and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! As a Problem Manager, you'll need to demonstrate your analytical abilities. Use mock scenarios to showcase how you'd handle real-life challenges during interviews.
✨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 City of London, London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Problem Manager role. Highlight your experience in managing problem processes and any relevant skills that match the job description. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're interested in this role and how your experience makes you a perfect fit. Be sure to mention any specific achievements that demonstrate your problem management skills.
Showcase Your Analytical Skills: Since strong analytical skills are key for this position, make sure to include examples of how you've used data to drive decisions in past roles. We love seeing how you tackle complex information and turn it into actionable insights!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values.
How to prepare for a job interview at Reed Technology
✨Know Your Problem Management Process
Make sure you understand the ins and outs of the Problem Management Process. Be ready to discuss how you've managed similar processes in the past, especially in high-volume environments. Highlight your experience with tools like ServiceNow and how they helped you streamline operations.
✨Showcase Your Analytical Skills
Prepare to demonstrate your strong analytical skills by discussing specific examples where you've analysed complex information to drive decisions. Think about times when your insights led to significant improvements or resolutions in a problem management context.
✨Build Relationships
Since this role involves liaising with various stakeholders, be prepared to talk about how you've built strong relationships with both internal teams and external suppliers. Share examples of successful collaborations that led to effective problem resolution.
✨Understand the Company Culture
Research the civil service organisation's culture and values. Be ready to discuss how your personal values align with theirs, particularly around inclusion and diversity. This will show that you're not just a fit for the role, but also for the team.