Job Description

We are looking for an IT Problem Manager to join our IT Service Operations Team in Leighton Buzzard. You will develop, lead, champion and govern effective problem management resulting in the provision of stable and robust services to the business. Your focus is to develop a Problem Management Process that delivers a consistent, repeatable, and robust framework to respond to, assess and understand problems resulting from incidents, eliminating recurring incidents and minimising the impact of incidents that cannot be prevented.

Key responsibilities of the IT Problem Manager:
* Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
* Introduce and maintain a database of known errors, causes and resolutions to guide the Service desk and support teams in minimising the impact of incidents.
* Introduce, measure, and publicise Problem KPI’s to demonstrate compliance and performance of Teams across the IT department.
* Participate in the Post incident review of Major incidents ensuring lessons learned and actions are logged tracked and reported on to limit risk or impact of future repeat or similar incidents.
* Lead and/or Facilitate Root Cause Analysis (RCA) investigations and meetings to successfully identify root causes of problems that impact the delivery of IT services.
* Develop and introduce trending methodologies to analyse incident trends to highlight underperforming services and repeat issues so drive proactive Problem management.
* Chair and drive Problem Management reviews with Technology, Business and Third party stakeholders to track the progress of problem root cause and error resolution tasks.
* Champion the ideology of Problem management, providing leadership, training and support across all stakeholder and process participants.
* Where required support, assist and cover other Service Management process roles.


Experience & skills required:
* Strong understanding of ITIL principles and best practices
* Minimum 3 years’ experience in an ITIL process role, 2 years associated with Problem Management.
* Experience developing best practice processes, policies and procedures for functional area.
* Experience producing Executive level summaries and reports to a high standard.
* Experience of working effectively in a fast-paced, dynamic environment.
* Demonstrable experience in working independently and prioritising tasks effectively to meet deadlines.


Personal Attributes:
* Adept in dealing with and influencing multi-tier management.
* Proficient engaging and building successful relationships with stakeholders of the problem management process, including senior management.


Qualifications:
* Certification in IT Service Management such as ITIL V3 or V4 Foundation.


Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

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