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Experis  

Senior Problem Manager

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Senior Problem Manager – Problem Manager, Senior Problem Manager, Problem Management

Croydon

Permanent – Salary £39,333 - £45,232 plus excellent benefits

Background

Live Services (LS) provides high quality IT services to Home Office Technology customers by -

  • Providing our users with the tools they need to access and engage with services, including a Technology Service Desk, product portals and collaboration tools.
  • Providing professional Service Management & Integration, including effective operational control, service performance and supplier management processes.
  • Delivering the technical Service Support capabilities required to operate our platforms, applications and toolsets.
  • Maintaining the Operational Security of our live services.
  • Controlling the Service Architecture and lifecycle management of our services.
  • Providing effective Business Management to ensure that Live Services operates as a highly effective organisation.

Role:

  • Ensure customers obtain the best possible availability and performance from Home Office Technology (HOT) delivered services through effective and efficient management of service affecting incidents whether provided by internal or external service providers.
  • Ensure the continuous review of services and service affecting incidents to formulate improvements and remediation activities to enhance services and provide additional value to customers.
  • Continuously review services against SLAs to ensure they either meet or exceed performance targets and any potential conflicts or risks are understood and mitigated.
  • Act as an escalation point for service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers.
  • Support service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships.
  • Drive continual service improvements through the measurement and challenge of services and processes, tools and capability as part of Continuous Service Improvement (CSI) plan. Promote CSI to all stakeholders engaged in the consumption and provision of the end-to-end service.

Essential criteria

  • Significant background working in problem and incident management within an IT environment
  • Strong background working with 3rd party IT suppliers
  • Demonstrable experience developing strong working relationships with other Problem Management teams (Strategic Service Desk and Service Provider Problem Management team)
  • Previous experience providing priorities, guidance and support to the Strategic Service Desk and Service Provider Problem Management teams during the undertaking of problem investigations (technical, process and systematic root causes)
  • Background ensuring the continuous review of services and service affecting incidents to formulate improvements

Desirable criteria

  • ITIL Foundation
  • ITIL Intermediate Level – Problem Management

If this opportunity sounds of interest, please click “apply” or contact James Spence-Evans at Experis for further information.

Job reference:
PSC-J384407A
Croydon
Benefits
Full-time
Permanent
Immediate start
Permanent
 
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Contact Details

Experis
 
Telephone Number 0161 924 3929

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