This role is based in B&Q Head Office in Eastleigh (Southampton) with flexibility for hybrid working (office 2 – 3 days and home based)
As a Problem Manager, you will contribute to the improved availability of IT services and the reduction of service Incidents through the reactive and proactive application of the KITS Problem Management process.
- Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service delivery
- Analyse Incident and Problem trends to identify existing and potential impacts to service
- Lead Root Cause Analyses in support of Incident and Problem objectives
- Own or oversee Service Improvement and Get Well plans to ensure agreed actions are handled to completion
- Develop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefits
- Ensure that the KITS Problem Management process and tool(s) continue to meet the needs of the organisation, identifying and recommending required improvements and providing advice and guidance to process users
- Conduct regular review meetings to underpin the efficient and effective use of Problem Management by KITS and third-party support teams
- Provide summary reports and recommendations to Service Level Review meetings with business representatives
- Carry out administrative support of Problem records to facilitate the process as necessary
Sphere of influence:
- Service Desk and Incident Management - through recognition and analysis of Incident data and the reduction of Incident volumes
- In-house and third party support teams / team leads – through identification of proactive and reactive Problems and Root Cause Analyses and the allocation and agreement of ownership within the support community
- Business users/reps – engage these groups through presentation of Problem and Service Improvement recommendations so that business impacts, prioritisation and benefits are understood and agreed
- Other ITSM processes (e.g. Change, Risk, Service Level Management) – presenting Problem data to help identify process and service improvement opportunities within those processes and their interfaces with the Problem Management process
- Senior KITS management – creation and presentation of cases to gain agreement and sponsorship of key Problem Management / Service Improvement initiatives
- Confident liaising at all collaborator levels - including Senior Management, with strong relationship building skills
- ITIL certification at Foundation level (required) and Problem Practitioner level (desired)
- Proven experience of operating in a similar role, with minimal direction
- Equally comfortable operating within a technical environment and purely business context
- Knowledge of and experience in applying Root Cause Analysis methods
- Excellent verbal and written communication skills, including report writing as well as strong organisational / project planning capability
- Strong influencing and negotiation skills and the ability to articulate complex issues accurately and concisely
- Demonstrated ability to lead and prioritise multiple workloads in line with business and KITS needs
- A logical, pragmatic and creative approach to problem solving with the ability to interpret detailed business and technical information
- The ability to understand business impact and prioritise accordingly
- Hands-on experience of ITSM toolsets, report creation software and MS Office suite
We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.
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