Senior Problem & Continuous Improvement Manager

Mobile Broadband Network Limited; Reading; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

Join a forward-thinking organization as a Senior Problem & Continuous Improvement Manager, where your expertise in ITIL best practices and operations management will drive significant improvements in service delivery. This hybrid role allows you to work closely with cross-functional teams and suppliers, ensuring high-quality problem management processes that enhance customer experiences. With a commitment to equality, diversity, and inclusion, this company fosters an environment where your contributions will be valued and can lead to innovative solutions. Take the next step in your career and make a lasting impact in the telecommunications industry.

Benefits

Flexible working arrangements

Diversity and inclusion initiatives

Career development support

Qualifications

• Extensive experience in managing operations for Problem Management and Continuous Improvement.
• Strong knowledge of ITIL methodologies and industry best practices.

Responsibilities

• Maximize service performance through effective problem management and continuous improvement.
• Collaborate with suppliers to implement improvement initiatives.

Skills

Problem Management

Continuous Improvement

ITIL Best Practices

Team Leadership

Performance Monitoring

Education

ITIL Certification

Job description

Senior Problem & Continuous Improvement Manager

Job ID

PERM002852ML

Department

Details

The Operational Services directorate is accountable for delivering the right sites, in the right locations, always accessible and always on. It undertakes the operation, enablement, and management of the network infrastructure to enable EE/BT and Three to deliver their best customer experiences at the lowest cost.

The Senior Problem and Continuous Improvement Manager is a senior role within the MBNL organisation and reports directly to the Head of Service Operations. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you will do:

1. Assure the problem management service to maximise the performance of the service in accordance with ITIL best practice. This includes identification, classification, prioritisation, documentation and eradication / management of root causes.
2. Ensure that the continuous Improvement framework and governance is effective and maintained, allowing visibility/reporting for all outstanding Continuous Improvement initiatives.
3. Confirm that the MSP is capturing high quality information during the problem management process in line with their contractual obligations.
4. Make sure MBNL are delivering their obligations to support suppliers in delivering their problem and continuous improvement services.
5. Work collaboratively with the suppliers to gain sponsorship and implement Improvement initiatives to improve both the effectiveness of the service and technical improvements to the resilience and performance of the network.
6. Actively contribute to the Problem Management and CI by identifying new problem investigations and CI initiatives that MBNL would like the MSP to undertake.
7. Support the Service Delivery function in providing insight into current problem and CI initiatives.
8. Manage the interface with Incident Management and Change Management functions to ensure that good quality inputs are received into problem management.
9. Act as an interface between Operations, the business and other suppliers / service providers to ensure that problems requiring customer involvement are fully investigated and resolved.
10. Manage and maintain information about Known Errors and Workarounds. Review workarounds to confirm they are not causing issues / disruption.

What we are looking for:

1. Strong experience of establishing, developing and managing an operations function accountable for Problem Management and Continuous Improvement to achieve agreed business outcomes, performance targets and industry benchmarks.
2. Detailed knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.
3. Experience of managing, motivating, monitoring and improving performance of contractors and suppliers.
4. Track record of bringing industry best practice into an organisation and using this to drive continuous improvement and an understanding of how to lead and manage high performance teams.
5. Detailed understanding of ITIL best practice for Problem Management and Continuous Improvement.

Nice to have:

1. Experience of managing remotely located, cross-functional teams.
2. Strong safety/quality/compliance knowledge of mobile or fixed network technologies.
3. Experience of working in or with a JV organisation.
4. ITIL certification to either a Practitioner Level (ITIL V3) or Managing Professional (ITIL 4).

MBNL – building strength through inclusion.

At MBNL we embrace equality, diversity, and inclusion. People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish. By fostering an inclusive environment, we are championing each other’s uniqueness. Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers.

We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.

MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.