Group IT Problem Manager

Midland Credit Management, Inc.; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Join a leading financial services company as a Group IT Problem Manager, tasked with ensuring the efficient management of IT problems and driving continuous improvement within the Service Delivery team. This role offers a blend of strategic input and hands-on management, requiring strong analytical and communication skills. With a focus on ITIL best practices, you'll have the opportunity to shape the future of the IT services in a hybrid working environment with travel to various European sites.

Qualifications

• 5 Years of demonstrable experience leading problem management in a complex organisation.
• Extensive experience with ServiceNow for IT Problem Management.
• Strong analytical skills and excellent attention to detail.

Responsibilities

• Ensure problem management practice aligns with ITIL best practices.
• Measure and report on the success of the IT Problem Management practice.
• Chair Problem Review meetings with stakeholders.

Skills

Analytical skills

Communication

Detail-oriented

Stakeholder management

Education

ITIL foundational qualification (v3 or above)

Recognised qualification in IT related discipline

Tools

ServiceNow

Job description

Join to apply for the Group IT Problem Manager role at Midland Credit Management, an Encore Capital Group Company

Join to apply for the Group IT Problem Manager role at Midland Credit Management, an Encore Capital Group Company

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An excellent opportunity has arisen for a Group IT Problem Manager within the Cabot Service Delivery team. This is a hybrid role with travel to Kings Hill, London and European sites required.

The Team

The Service Delivery Team within Cabot Group play a key role in providing structure and frameworks by which the IT department as a whole operate. Some of the key areas of responsibility are Vendor Management, Service Transition, Change Management, Problem Management and Service Level Management, alongside ownership of the critical ITIL processes. Our remit is to design, implement and regularly measure our performance against these processes, striving for continual service improvement.

Job Purpose

The IT Problem Manager’s primary objective is to ensure the problem management practice aligns to ITIL best practice, successfully and efficiently drives the control and remediation of all IT problems, minimises the impact of known errors and incidents that cannot be prevented, and where possible prevents incidents from occurring. The Problem manager will work closely with the various technical owners, analysts and major incident managers to ensure that problems are identified and managed efficiently throughout the problem lifecycle. The IT Problem Manager is also responsible for measuring and reporting the performance of the Problem Management practice, identifying continual improvement opportunities, and the overall maturity of the practice. As part of the IT Service Management team, the Problem Manager will also be expected to support the other core ITSM practices, such as Incident, Change, Service Transition and Service Request Management.

Key Accountabilities & Responsibilities

• Work with the IT Group Service Manager and IT Operations director to define the overall strategy, approach, and roadmap for IT Problem Management.
• Measure and reporting on the success and effectiveness of the IT Problem Management practice, utilising ITIL best practice KPIs and PSFs and driving continual improvement.
• Provide detailed reporting and analysis of problems throughout the problem lifecycle (Identification, Problem Control, Error Control).
• Ensure training, awareness and adherence of the IT Problem Management practice across IT.
• Provide training on various root cause analysis techniques, including how and when they should be applied.
• Chair Problem Review meetings with stakeholders, and act as a key participant in post major incident review (PMIR) and post implementation review (PIR) for change and incident management respectively.
• Support core IT Service Management practices, such as incident, change, service transition, and service request.
  
  

Required Knowledge & Experience

• 5 Years of demonstrable experience leading problem management in a complex organisation, following ITIL best practice guidelines.
• Extensive experience working with ServiceNow, specifically for IT Problem Management .
• Knowledge of core ITSM practices, including incident, change, service request.
• Excellent understanding of different Root Cause Analysis techniques, and how/when to apply.
• Strong analytical skills with excellent attention to detail and ability to think critically and make informed decisions.
• Excellent stakeholder management, communication and interpersonal skills.
• Self-motivated and able to work off your own initiative.
• ITIL foundational qualification (v3 or above).
  
  

Desirable Skills

• Experience working in a regulated industry, preferably within the financial industry.
• Clear understanding of legislative and regulatory influences applicable to the credit and finance sectors
• A recognised qualification in an IT related discipline
  
  

Personal Attributes

• Excellent attention to detail
• A strong desire to improve existing processes
• Tenacious, with high standards and expectations
• Able to work collaboratively within the team to deliver on accountabilities and responsibilities
• Excellent communication skills, both in person and in writing

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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