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Manager of ITIL Problem Mgmt

  • Job reference: 23572
  • Location: Woking
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £55000 - £65000 per annum

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Position - Manager of ITIL Problem Mgmt.

Location - Surrey

Salary - £55-65k

I'm currently supporting a FTSE 100 organisation, who are actively seeking a Manager of ITIL Problem Mgmt. - this person will design, own and continually improve existing processes, whilst managing a team of hands-on specialists (x4 Problem Mgrs & x3 Problem Analysts)...please note, my client is not looking for a hands-on problem manager.

  • Ensure end to end problem management processes are coordinated and performed according to agreed processes.
  • Create, coordinate, liaise with appropriate resolver groups to ensure timely resolution of problems within agreed SLA targets. Ensuring support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents.
  • Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights.
  • Formally close problem records. Plan, execute and document appropriate follow up activities relating to Major Problem reviews.
  • Proactive communications with all internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability.
  • Update and maintain the Known Error Database.
  • Contribute to design and development of Problem Management processes, tools, templates,documents and reports.
  • Provide education, guidance, support, to ensure adoption of and adherence to problem management processes.

Key Requirements/Qualifications…

  • Previous experience of working in a specific 'Problem Management' role - suitable to a FTSE100 business. (This is not a 'Incident' role)
  • Must have the experience and gravitas to lead and manage and develop and team of Problem Analysts and Problem Managers.
  • Ability to demonstrate experience of owning a 'Problem' end to end and relevant interactions. 3rd party supplier/vendor management.
  • ITIL Certified (ITIL Expert is desirable).

This is a fantastic opportunity to join a growing team within a fantastic FTSE 100 organisation; to find out more please contact chris.byrne@lafosse.com on 0207 932 1672.

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