Head of Problem Management

Company
Experis IT
Location
Croydon
Salary
£52969 - £62239 per annum
Posted
24 Sep 2016
Closes
21 Oct 2016
Sector
Business
Contract Type
Permanent
HEAD OF PROBLEM MANAGEMENT, PROBLEM MANAGEMENT LEADERSHIP, PROBLEM MANAGEMENT CENTRE OF EXCELLENCE, KEPNER TREGOE, CONTINUAL IMPROVEMENT, ITIL£52,969 - £62,239 benefitsAn exciting new opportunity has developed with the Home Office as the Head of Problem Management for their Live Services department.Responsibilities and accountabilitiesThe Head of Problem Management will be responsible for the following:Lead and manage the HO DDaT Service Integrator Problem Management team and all aspects of their workload ensuring that standards and timescales are met, whilst demonstrating value for moneyDevelop and operate the HO DDaT Live Services Problem Management Centre of ExcellenceLead the definition of the Problem Management methodology e.g. Kepner Tregoe or similarBe accountable for the ownership and ongoing continual improvement of Problem Management Policies, processes, operational templates and working practicesEnsure the creation, maintenance and enhancement of integrated common end-to-end IT service management processes are aligned with the industry best practice framework (ITIL) and adopted by all service delivery parties.Lead by example the promotion of Problem Management understanding across the Home OfficeEnsure the SI Problem Management team provide value to the business by:Increasing availability of IT Services by reducing volumes and durations of incidentsWorking together with other Live Services Service Management and technology teams to ensure service availability and quality are increasedRecording information (including workarounds, known errors, knowledge) that aid faster incident resolution and reduced business impactProviding overall quality and professionalism of Problem Management related activities across the Home Office to maintain business confidence in IT capabilitiesAct as the main point of contact / conduit for senior business and IT stakeholders relating to Problem ManagementLead the HO DDaT Service Integrator Problem Management team in the undertaking of proactive holistic problem analysis (cross business portfolio / service provider / IT) to identify trends and patterns of failure resulting in priority focus activityDirect other Problem Management teams (Strategic Service Desk and Service Provider ProblemManagement team activitiesProvide leadership, priorities, guidance and support to the Strategic Service Desk and Service Provider Problem Management teams during the undertaking of problem investigations (technical, process and systematic root causes)Provide management reporting, briefings and knowledge to support the Head of Service OperationsAct as the point of escalation for the Strategic Service Desk Problem Management teamAct as an escalation point for service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers.Ensure an effective prime integration role is provided, coordinating the delivery of all suppliersEnsure customers obtain the best possible availability and performance from HO DDaT delivered services through effective and efficient management of service affecting incidents whether provided by internal or external service providers.Ensure services and service incidents undergo continuous review to formulate improvements and remediation activities to enhance services and provide additional value to customers.Continuously review services against SLAs to ensure they either meet or exceed performance targets and any potential conflicts or risks are understood and mitigated.Lead service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships.Drive continual service improvements through the measurement and challenge of services and processes, tools and capability as part of Continuous Service Improvement (CSI) plan. Promote CSI to all stakeholders engaged in the consumption and provision of the end-to-end service.Define and design management and service performance criteria to deliver clear visibility of operational performance and enable overall service reporting.Ensure any service risks are identified, logged, reported, managed and escalated as appropriate and in accordance with standard HO DDaT processes.Build and maintain relationships with HO DDaT, the wider Home Office and external stakeholders (customers, colleagues and suppliers).Ensure HO DDaT services are safe and secure. Highlight security vulnerabilities and work with partners to maintain a secure environment to protect our customers from internal/external threats.Essential CriteriaExperience leading and directing Problem Management teams (Strategic Service Desk and Service Provider Problem Management team activities)Significant experience of incident management within the IT environmentExperience leading the definition of the Problem Management methodology e.g. Kepner Tregoe or similarExperience of implementing and reengineering problem management methodologyAct as the main point of contact / conduit for senior business and IT stakeholders relating to Problem ManagementBackground ensuring services and service incidents undergo continuous review to formulate improvementsStrong background working with 3rd party IT suppliersDesirable ExperienceITIL Expert V3, ITIL qualifications at Intermediate level; ITIL Managing Across The Lifecycle to be achieved within 12 months.A relevant academic and/or vocational qualificationAll candidates must be willing to go through Security Clearance to SC levelIf you would like to discuss the position further please feel free to contact Ryan on 0161 924 3689