Problem Manager - ITIL

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Role Description

Candidates must have a strong track record of performing aProblem Management role, ideally with a proven knowledge and understanding of how this aligns to ITILprocesses.

Responsible for Ownership and Coordination of actions of all problems and act as a Single Point of Contact for one or more problems.

·       To analyse root cause, identify Known Error and coordinating actions to fix the error

·       To review the Problem Trends and Planning and Driving Improvement Plan

·       To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit

·       Develop and establish Problem Management processes and procedures in ServiceNow that meet the requirements of existing services and the agile development and deployment of new services

·       Establish points of contact for service Problem Management reporting utilising ITSM Solution 

·       Establish the Known Error database (fed by live services Problem Management and the development Defect Management processes) and work with Service Transition to develop processes that maintain it in line with development sprints and changing business requirements

·       Provide assistance and advice to Incident Management staff on best available work around for incidents related to Problems and Known Errors

·       Review incident and change data to identify, analyse trends, identify and assign problems to suitable delivery or support owners

·       Provide advice and information to Service Managers, Business Product Owners and other key stakeholders to enable the prioritisation of Problem resolution with planned future development within sprints

·       Own the co-ordination of actions and drive the analysis and activities to establish the root cause, work around and development actions to remove errors through the agile development lifecycle 

·       Stabilise Problem Management capability whilst familiarising and mentoring permanent staff

·       Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)

·       Reviews the efficiency and effectiveness of the Problem control process

·       Monitors the effectiveness of error control and makes recommendations for improvements

·       Maintains inventory of problems under analysis and their current progress and status

·       Follows up issues and progress with problem owners where necessary

·       Produces Problem Management reports and management information

·       Coordinates meetings to resolve problems

·       Prevents recurrence of issues by identifying root cause and implementing fix

·       Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party

·       Drive all problems towards root cause identification and permanent fix

·       Need to have innovative approach as problems are unique and need to use different RCA techniques

·       Providing SME advice during the service transition/acceptance into service of new services

This role would best suit an individual who has a proven track record in delivery in a similar role

·       Experience of working in a high-pressured environment

• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)

·       Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis

·       Supplier management experience

·       Experience in case management toolsets – preferably ServiceNow

·       Excellent working knowledge of Microsoft Office – particularly Excel

·       Proven experience in communicating with a variety of stakeholders at different levels

·       Strong Team working skills

·       Able to work without supervision

·       Strong inter-personal skills

·       Good communication and negotiation skills

By joining us you can expect:

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment.

As well as this, we offer:

• Development access to LinkedIn Learning, a management development programme and training
• Wellness 24/7 Confidential employee assistance programme
• Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
• Time off 25 days a year
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Discretionary Company Bonus based on company and individual performance
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependants included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included)