Problem Manager

Howdens Joinery are looking for a Problem Manager to join our busy Service Delivery team

As a FTSE 100 business with an ambitious growth agenda, this role offers a confident and engaging Problem Manager an excellent opportunity to take control of the governance, control, co-ordination, management and improvement of the Problem Management processes.

In your role you will:

- Identify the root cause of Incidents

- Eliminate recurring incidents and minimise impact of incidents that cannot be prevented

- Conduct proactive trend analysis to continually improve service

- Review and recommend changes to support processes to ensure continuous improvement of the Incident Management process

- Adopt and/or develop one method of Root Cause Analysis (RCA)

- Support 24/7 Duty Manager on a rota basis and deputising for other SDMs where needed such as holidays

What we need from you:

- Experience in process design, compliance management/reporting and process improvement.

- Gravitas to influence and matrix-manage a range of non-direct reports within the wider Infrastructure Services team to get problems resolved

- Experience of Incident and Problem Management, with a strong understanding of the ITIL processes, across multi-platform technologies.

- Strong crisis management skills able to direct work and remain calm in stressful situations, whilst motivating disparate teams and vendors to provide solutions.

- Proven ability and history of implementing, managing and improving Problem Management processes.

- Innovative and positive team player with excellent communication and service skills.

- A strong background in Service management roles, with solid understanding of service management frameworks and processes.

- Strong analytical and problem-solving skills

- ITIL foundation qualification is a minimum requirement.

What we can offer you

- Competitive salary and annual company bonus

- Enhanced Pension Plan with core 6% employer contribution, further 2% matching available

- 25 days holiday + bank holidays with the option to buy additional days

- Staff Discount.

- Employee Assistance Programme

- Exceptional Reward and Recognition events.

About Howdens:

Howdens Joinery is a highly successful FTSE 100 business, with more than 800 depots nationwide and more than 11,000 staff. Last year our sales reached circa 2.1bn, and we continue to experience significant growth and success. Despite our scale, Howdens remains a local business with traditional values.

We are the UK s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware. We have over 800 depots throughout the UK and Europe making us the first choice for more than 460,000 loyal trade professionals.

As well as the opportunity to develop within a high-profile FTSE 100 company, you will be part of a rewarding organisation recognised for excellence in the workplace in the Sunday Times Best Companies to Work For.