Problem Manager - Milton Keynes/Remote - £450.00 Per Day Umbrella

We are looing for a Problem Manager for a leading Government organisation based in Milton Keynes, this is a Hybrid role with 3 days a week on site, 2 days WFH. Ideally You will have current SC Clearance, if not you must be eligible to obtain it.

We are looking for a confident and decisive communicator who works well under pressure, is able to work under their own initiative and is capable of delivering accurate recommendations (in an appropriate context and at a desired level of detail) to the senior leadership team, customers, suppliers and other Government Departmental stakeholders.

The role requires an individual with strong management capability, business process awareness and a service orientated mind-set in order to deliver the control, accuracy, consistency and quality required. The role also requires an individual with a good IT troubleshooting background to drive deeper, more targeted investigations with the technical teams to aid faster root cause analysis.

• Provide professional, integrated and effective Problem Management to customers and internal delivery teams in accordance with our ISO accredited policies and processes. They have considerable knowledge and a full understanding of the Problem Management process.

• Accountable and the main point of contact for the Problem Management processes within Service Operations, fulfilling the role of process owner in accordance with our ISO (ISO9001/ISO20000/ISO27001) accredited policies and processes.

• Collaborating with Major Incident Management (MIM) team in creating MIM reports, post Major Incident, creating and prioritising follow up tasks to be managed quickly through the Problem Management process thus preventing repeated major incidents.

• Ownership of Problem Management records and associated tasks and using Problem Management, technical and communication expertise, work with technical resolver teams to fault-find complex issues and drive through to resolution.

• Conduct in-depth fact finding and trend analysis across Incident Management to identify underlying issues and reoccurring incidents. Using Problem Management skills to establish the root cause and direct technical teams to permanently resolve where possible.

• Responsible for the content and delivery of Problem Management reports which feed into the wider Operations monthly report. Identifying areas for improvement, making recommendations and organising improvement initiatives where required.

• Active participation at the DOB (Daily Operations Brief) with representatives from each resolver team to discuss urgent upcoming work or highlighted issues and make decisions on priority and activities.

• Present Problem Management updates at the WSR (Weekly Service Review) with representatives from each resolver team, maintaining continued collaboration across service operations and influencing decisions regards activities and priorities

Skills and Experience

• Problem management
• Asset and configuration management
• Availability and capacity management
• Change management
• Continual service improvement
• Incident management
• ITIL v3 or V4 Foundation qualified
• IT technical understanding
• Knowledge of Service Management Tooling
• Proven IT background, working in a technical Service Management environment
• Excellent analytical, problem solving, decision making and influencing skills
• Excellent knowledge MS Office 365
• Data Analysis skills
• Drive Continual Service Improvement and Risk plans
• Experience of working on a large and complex IT estate
• Proven ability to negotiate at all levels across IT, stakeholders and suppliers.
• Working knowledge of ISO 9001, ISO20000 and ISO27001

This is an umbrella contract, the role is Inside IR35