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Head of Problem Management

  • Salary: £52969 - £62239 per annum
  • Job type: Permanent
  • Location: Croydon, Surrey
  • Sector: IT
  • Date posted: 19/09/2016
  • Job reference: J355475A
This vacancy has now expired.

HEAD OF PROBLEM MANAGEMENT, PROBLEM MANAGEMENT LEADERSHIP, PROBLEM MANAGEMENT CENTRE OF EXCELLENCE, KEPNER TREGOE, CONTINUAL IMPROVEMENT, ITIL

£52,969 - £62,239 + benefits

An exciting new opportunity has developed with the Home Office as the Head of Problem Management for their Live Services department.

Responsibilities and accountabilities

The Head of Problem Management will be responsible for the following:

  • Lead and manage the HO DDaT Service Integrator Problem Management team and all aspects of their workload ensuring that standards and timescales are met, whilst demonstrating value for money
  • Develop and operate the HO DDaT Live Services Problem Management Centre of Excellence
  • Lead the definition of the Problem Management methodology e.g. Kepner Tregoe or similar
  • Be accountable for the ownership and ongoing continual improvement of Problem Management Policies, processes, operational templates and working practices
  • Ensure the creation, maintenance and enhancement of integrated common end-to-end IT service management processes are aligned with the industry best practice framework (ITIL) and adopted by all service delivery parties.
  • Lead by example the promotion of Problem Management understanding across the Home Office
  • Ensure the SI Problem Management team provide value to the business by:
    • Increasing availability of IT Services by reducing volumes and durations of incidents
    • Working together with other Live Services Service Management and technology teams to ensure service availability and quality are increased
    • Recording information (including workarounds, known errors, knowledge) that aid faster incident resolution and reduced business impact
    • Providing overall quality and professionalism of Problem Management related activities across the Home Office to maintain business confidence in IT capabilities
  • Act as the main point of contact / conduit for senior business and IT stakeholders relating to Problem Management
  • Lead the HO DDaT Service Integrator Problem Management team in the undertaking of proactive holistic problem analysis (cross business portfolio / service provider / IT) to identify trends and patterns of failure resulting in priority focus activity
  • Direct other Problem Management teams (Strategic Service Desk and Service Provider Problem

Management team activities

  • Provide leadership, 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)
  • Provide management reporting, briefings and knowledge to support the Head of Service Operations
  • Act as the point of escalation for the Strategic Service Desk Problem Management team
  • Act as an escalation point for service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers.
  • Ensure an effective prime integration role is provided, coordinating the delivery of all suppliers
  • Ensure customers obtain the best possible availability and performance from HO DDaT delivered services through effective and efficient management of service affecting incidents whether provided by internal or external service providers.
  • Ensure services and service incidents undergo continuous review 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.
  • Lead 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.
  • Define and design management and service performance criteria to deliver clear visibility of operational performance and enable overall service reporting.
  • Ensure any service risks are identified, logged, reported, managed and escalated as appropriate and in accordance with standard HO DDaT processes.
  • Build and maintain relationships with HO DDaT, the wider Home Office and external stakeholders (customers, colleagues and suppliers).
  • Ensure HO DDaT services are safe and secure. Highlight security vulnerabilities and work with partners to maintain a secure environment to protect our customers from internal/external threats.

Essential Criteria

  • Experience leading and directing Problem Management teams (Strategic Service Desk and Service Provider Problem Management team activities)
  • Significant experience of incident management within the IT environment
  • Experience leading the definition of the Problem Management methodology e.g. Kepner Tregoe or similar
  • Experience of implementing and reengineering problem management methodology
  • Act as the main point of contact / conduit for senior business and IT stakeholders relating to Problem Management
  • Background ensuring services and service incidents undergo continuous review to formulate improvements
  • Strong background working with 3rd party IT suppliers

Desirable Experience

  • ITIL Expert V3, ITIL qualifications at Intermediate level; ITIL Managing Across The Lifecycle to be achieved within 12 months.
  • A relevant academic and/or vocational qualification

All candidates must be willing to go through Security Clearance to SC level

If you would like to discuss the position further please feel free to contact Ryan on 0161 924 3689

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