Problem Manager
Permanent
Hybrid/London or Manchester – minimum 8 days per month onsite
Spinwell is recruiting for a Problem Manager for an excellent opportunity within the private sector.
RESPONSIBILITIES OF THE PROBLEM MANAGER
- Be accountable for the end-to-end management of all problems impacting the overall client service.
- Create, build and lead strong relationships with stakeholders across the client ecosystem and communicate service performance and problem resolutions effectively and efficiently.Where there are identified issues you will collaborate with the relevant SMEs to identify potential solutions, associated risks and be prepared to give effective outcomes to the problems in hand.
- Lead problem resolution efforts to ensure timely and effective outcomes.Report and escalate when necessary, ensuring full transparency throughout
- Be accountable for the ‘Root Cause Analysis’ lifecycle and ensure accuracy and quality is obtained collaboratively with our 3rd party suppliers.
- Assess and manage risks associated with services and recurring problems.
- Work across the ecosystem to continuously improve observability capabilities such as reporting, dashboarding and alerting which willdrive robust proactive problem management.Ensure, these are communicated on a weekly basis and available for all of the team to access accordingly.
- Engage internally and externally with all stakeholders to improve existing processes and performance and feeding back successes and any concerns in implementation of these improvements.
- Conduct ‘Trend Analyses’ to identify and eliminate common factors that cause incidents.Then escalate and communicate onwards as necessary with suggested solutions and mitigation.
- Ensure awareness of workarounds are communicated to wider business areas. For example, and not limited to the Service Desk, Customer Relationship Management, the TO etc
- Ensure effective maintenance and management of the ‘Known Error Database’.This should be updated on a daily, weekly and on-going basis and should be analysed for any errors.
- Drive and create a ‘Problem Management’ community in the team, wider Operations Teams and across our 3rd Party Suppliers to drive continuous improvement initiatives.
SKILLS/EXPERIENCE OF THE PROBLEM MANAGER
- Highly resilient with an aptitude to work well under pressure.
- Adaptability and the ability to cope with ambiguity.
- Proactive with a can-do attitude and sense of pride and ownership.
- Drive and passion to make the Problem Management Function, Operations, DBR and the wider client a great place to work and actively seeking out and implementing opportunities across the wider client for continuous improvement and personal development.
- You will be an advocate of the client Values and Behaviours.
- You will want to be a key player in non-problem management activities e.g. Engagement Champions, the all-colleague representative forum etc.
If you are a Problem Manager, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us