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SEO Senior Problem Manager

  • Salary: £39333 - £45232 per annum
  • Job type: Permanent
  • Location: Croydon, Surrey
  • Sector: IT
  • Date posted: 18/10/2017
  • Job reference: J375942A

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SEO Senior Problem Manager

£39,333 - £45,232 - Croydon


  • 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
  • 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
  • Act as an escalation point for service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and
  • Support service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier
  • 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.
  • Collate and maintain management and service performance information, on both a regular and ad-hoc basis, to deliver clear visibility of operational performance and enable overall service
  • Validate/assure supplier invoices against agreed performance
  • From both a Service Integrator and operational delivery perspective, depending on assigned role, provide impact analysis for changes and review business mandates and supplier proposals as
  • Identify and manage or escalate as appropriate service risks and issues in accordance with standard HOT
  • Build and maintain relationships with HOT, the wider Home Office and external stakeholders (customers, colleagues and suppliers).
  • Support the design, agreement and implementation of the relevant Service Model standards and processes across all relevant
  • Participate in the acceptance, onboarding and early life support of new
  • Ensure that there are adequate IT Service Continuity and Disaster Recovery provisions for the services and HOT processes and services and validated in line with business/HOT requirements
  • Ensure HOT services are safe and secure. Highlight security vulnerabilities and work with partners to maintain a secure environment to protect our customers from threats either internal or
  • Responsible for ensuring that all changes are properly assessed and approved, before being passed on to Release
  • Identify resistance and performance gaps and work to develop and implement achievable activities.
  • Apply a structured change management approach and
  • Support Live Services during its transition and transformation into a mature
  • Ensure effective links with business units are in place in all aspects relating to changes, including impact assessments, scheduling, user communication, business readiness and post- implementation


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
  • Providing professional Service Management & Integration, including effective operational control, service performance and supplier management
  • Delivering the technical Service Support capabilities required to operate our platforms, applications and
  • Maintaining the Operational Security of our live
  • Controlling the Service Architecture and lifecycle management of our
  • Providing effective Business Management to ensure that Live Services operates as a highly effective

Reporting Lines:

The postholder will work within the Service OperationsTeam and will report to a Lead Problem Manager.

Line Management and Career Development:

Direct reports will be assigned as per the structure shown in the organisation chart. There may be a flexible approach to assigning direct reports.

Qualifications: ITIL Foundation Working Towards:

ITIL Practitioner Level to be achieved within 12 months.


ITIL Intermediate Level

A relevant academic and/or vocational qualification

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

Civil Service Competencies:

Interviews will be based around Civil Service Core Competencies and Skills Framework for the Information Age and these will be disclosed if you are invited to interview.

SFIA Competencies:

Technical specialism (TECH) - Level 4

Maintains knowledge of specific technical specialisms and provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

Client services management (CSMG) - Level 4

Monitors client services function and collects performance data. Assists with the specification, development, research and evaluation of client services standards. Applies these standards to resolve or escalate clients' service problems and gives technical briefings to staff members.

Special Conditions

Live services will mainly be based in Croydon, but with other locations in Central London, Liverpool, Hendon & Southport. All roles may require flexibility of location, including working from supplier sites and other locations across the UK and occasionally abroad.

Due to the operational nature of the post there may be a requirement to work unsocial hours. Some assignments relating to security / OSCT services will require DV clearance.

Further assignment specific skills may be appropriate depending on an individual's assignment and career aspirations. You are encouraged to discuss these with your line manager to identify those that may relate to your role.

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