Group IT Problem Manager

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