What is the purpose of the role?
The problem manager will be an experienced IT service management professional with overall responsibility for managing the problem management team supporting all Thames Water business areas. The role will ensure that all problem management process activities are fit for purpose to meet the needs of the business.
What makes this role unique?
The areas of expertise we’re looking for are focused on the end to end service management of our IT services. This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
What will this role involve?
The Problem Manager responsibilities:
Establish and ensure maintenance of the problem management process, procedures and guidelines and manage the problem management process to ensure it is delivered to the agreed level of performance to support service availability.
Drive all problems towards root cause identification and permanent fix and assume overall accountability for coordination of corrective action plans actions of those problems.
Act as the focal point for problem management for the IT department, acting as a the key contact and escalation point.
Ensure that the problem management process is consistently followed across the service delivery function and that full process compliance is achieved across all Resolver Groups and third party suppliers.
Ensure analysis of root causes, identification of known errors and coordinating actions to fix errors and follow up issues and progress with problem owners, and where necessary work with all internal technical teams and 3rd party suppliers.
Ensure the KEDB is managed, updated, reviewed and kept current and is available to all teams across the service delivery function.
Proactive problem management; Proactively identify problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams.
Problem review board; Coordinate meetings to review problems to drive to an appropriate and timely resolution.
Service Management; Support other service management processes and activities to support the delivery of BAU including, incident management, change & release management, capacity management, availability management and continuity management/DR.
Problem management reporting; Ensure the provision of regular, transparent and accurate reporting on all problem management activities against agreed KPIs and performance criteria.
Risk Management; Work in collaboration with the operational risk and compliance manager to identify risks and issues that arise from the problem management process.
Continuous service improvement; develop, make recommendations and own problem management CSI activities to improve overall process delivery.
Stakeholder management; develop key relationships within the business areas and the TTA to support the management to all problems and ensure stakeholders are fully engaged during the problem management process.
What are we looking for?
We are looking for someone with an ITIL v3 Foundation certificate and ITIL intermediate service operation or operational support and analysis qualification. All applicants must have a significant amount of experience in problem management adhering to ITIL/ITSM standards and at least two years of team leaders responsibilities, whilst being used to working with a team spread over multiple locations as part of an outsourced arrangement with and offshore partners in a multi-vendor environment. Essential Technical Skills required are a broad knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture), process design and management, IT Operations Management, Stakeholder Management and problem solving and root causes analysis techniques.
Thames Water information and salary details
This role is based at our offices in Reading. We are offering a salary of between £40,800 and £72,200 dependant on skills and experience.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 23/03/2018.