Incident / Problem Manager (ITIL) - IT Service Delivery Management

Job Description

Incident / Problem Manager (ITIL) - IT Service Delivery ManagementSalary Negotiable: £35 - £45000 depending on experience.Office based in Cardiff.Main Tasks and Objectives

• To perform an initial ITIL gap analysis, produce a plan and implement actions to address areas of improvement.
• Develop a culture of ITIL best practice within service operations.
• Implement and maintain Problem management methodology, process and policies.
• Lead problem management within the business organise cross department teams to ensure consistency in problem identification and reporting.
• Lead customer interaction in relation to problem management working closely with customer facing teams.
• Develop Problem management and business information dashboards and reporting.
• Work with Vista and customer technical teams to define problem risk and impact, investigations, action owners and timeframes.
• Maintain excellent standards of documentation including minutes or meetings, reports and business insights.
• Analyse available business data to identify trends and patterns and provide executive insights relating to areas of focus.
• Assist the Executive and management teams building a culture of continuous service improvement.
• Provide input into proposals/RFPs for service improvements or service enhancements.
• Monitor service performance trends and work with projects, service desk and maintenance operations to CSI trends and problems are identified and reported.
• Work with the Account Managers to demonstrate problem management and potential upsell opportunities.
• Attend customer meetings as appropriate as directed by the Executive directors e.g. CSI and problem meetings, Service reviews.

Outcomes and Deliverables

• Professional, confidential and efficient Problem and Service management
• High level of customer service both external and internally across the organisation
• High level of staff morale in line with the values of the organisation
• Support the development of continuous improvement culture within the business.
• High level of health, safety and legal compliance

Person specification The Service Problem manager would be expected to demonstrate the following skills and behaviours:

• Self-Motivated- takes the lead with all problem management initiatives and is passionate about the identification and implementation of service improvement initiatives.
• Continuously seeking to improve their knowledge of ITIL standards, the business and Problem trends, can work alone to interrogate data identify trends and insights.
• Analytical- experienced in evaluating IT service management risks and their impact.
• Proficient in the use of Excel and PowerBi and can introduce other tools that would improve Vista’s problem management or services.
• Time management and urgency - Proficient in prioritising investigations and prioritising fixes
• Excellent technical skills and ITSM experience
• Excellent standards of communication

Experience The Service problem manager must have the following skills and experience.

• ITIL qualified (latest standards)
• Degree qualified in Computer Sciences or Industry experience in ITSM Incident and problem management (4years)
• Proven track record of ITIL implementation within retail or hospitality IT Service desk
• An Excellent communicator
• Business management and leadership skills

Keyskills :
ITILIncident ManagementProblem ManagementITSMProblem Manager