ACCOUNTABILITIES - KEY ACTIVITIES AND DELIVERABLES: Lead and Advocate for the Problem Management Process across the company to enhance service delivery.
Analyse Incident and Problem Trends to identify current and potential impacts on services.
Facilitate Root Cause Analyses to support Incident and Problem Management goals.
Oversee Service Improvement and Recovery Plans , ensuring all actions are completed as agreed.
Develop and Produce Operational and Service Reports that evaluate the performance of Problem Management and demonstrate its value.
Ensure the Problem Management Process and Tools continue to meet organizational needs by identifying and recommending improvements, while providing guidance to users.
Conduct Regular Review Meetings to ensure effective use of Problem Management and third-party support teams.
Deliver Summary Reports and Recommendations during Service Level Review meetings with business representatives.
Provide Administrative Support for Problem Records as needed to facilitate the overall process.
SPHERE OF INFLUENCE: This role interacts with and influences the following areas: Service Desk and Incident Management: Collaborate to recognize, analyse, and reduce incident volumes by identifying trends.
In-house and Third-Party Support Teams: Engage with support teams to identify and address both proactive and reactive problems, conducting Root Cause Analyses and assigning ownership within the support community.
Business Users/Representatives: Present problem and service improvement recommendations to ensure business impacts, prioritization, and benefits are understood and agreed upon.
Other ITSM Processes: Use Problem Management data to highlight improvement opportunities across related processes, such as Change, Risk, and Service Level Management.
Senior Management: Prepare and present business cases to secure buy-in and sponsorship for Problem Management and Service Improvement initiatives.
Stakeholder Engagement: Confidently liaise with stakeholders at all levels, including senior management, and build strong relationships across teams.
QUALIFICATIONS AND EXPERIENCE: ITIL Certification: ITIL Foundation level (required); Problem Practitioner level (preferred).
Experience: Proven track record in a similar role with minimal supervision.
Cross-functional Expertise: Equally comfortable working in both technical and business environments.
Root Cause Analysis: Knowledge and practical application of Root Cause Analysis methodologies.
Communication Skills: Excellent verbal and written communication, including report writing.
Complex Issue Resolution: Ability to explain complex issues clearly and concisely.
Influencing and Negotiation: Strong skills in influencing and negotiation.
Workload Management: Ability to manage and prioritize multiple workloads based on business needs.
Project Planning: Excellent organizational and project planning capabilities.
Problem-Solving: Logical, pragmatic, and creative approach to problem-solving, with an ability to interpret detailed business and technical information.
Business Acumen: Strong understanding of business impact and the ability to prioritize accordingly.
ITSM Tools and Reporting Software: Hands-on experience with ITSM toolsets, reporting software, and MS Office suite.
English Proficiency: Level 3 conversational English.
Leadership and Direct Approach: Strong personality with the confidence to take a direct and assertive approach when necessary.
This rewrite focuses on making the details more concise, polished, and easier to follow, while retaining the original meaning and depth.