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Problem & CSI Manager

  • Job reference: 26038
  • Location: Hertfordshire
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £45000 - £55000 per annum + bonus and benefits

Position - Problem & CSI Manager

Location - Hertfordshire

Salary - £45,000 to £55,000

I am currently working with a FTSE 100 chemicals and sustainable technologies company, who are actively seeking an experienced Problem & Continuous Service Improvement Manager. The Problem & CSI Manager will focus on driving the continuous improvement of the IT Services and overall customer experience, as well as holding responsibility for delivery of the Problem Management processes, service level reporting and ongoing service assessment.


  • Drive a culture of continuous improvement across the service portfolio
  • Implement and execute the Problem Management and Continuous Service Improvement policies and associated processes
  • Drive root-cause analysis activity of high impacting, major incident or repeating/high volume incidents to identify workarounds and permanent fixes.
  • Share, coach and communicate with technical teams the results of root cause analysis and major incident reviews
  • Work with the Knowledge analyst to update / create work arounds and known error records and make them available in the ITSM tool knowledge base
  • Create and Maintain a CSI Register
  • Produce regular reporting and dashboard capabilities to support the operations teams and leadership to ensure KPI performance management
  • Support requirements for ad-hoc operational reporting
  • Define and execute a 'shift-left' process. Enable the transition/shifting of tasks closer to the customer
  • Create and maintain all the needed documentation and knowledge relating to these key processes

Key Requirements/Qualifications:

  • Strong working knowledge of Problem Management
  • Strong working knowledge of CSI
  • Solid/robust understanding of IT Services / Technologies within an enterprise enviroment
  • Understanding of Core Service Management process lifecycles
  • ITIL V3 Foundation (ITIL Lifecycle Certifications - desired)

This is a fantastic opportunity to join a globally recognised organisation in a brand-new role; to find out more please contact on 0207 932 1672.

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