Dedicated problem management function leading a team of 7 with responsibility for development and appraisals. Responsibility for post-recovery reviews of service issues, senior management escalations and root cause eradication. Responsible for ensuring major service issues followed up and accurately documented. Accountability for effectively allocating staff resources, performing post recovery crises reviews and constantly driving service improvement activity.
Selection criteria:
· Leadership, people management excellent communication skills at all levels- up to executive level.
· Preferably implemented problem management in a business before and experience developing ITIL processes. Strong understanding of ITIL and Prince2 best practice.
· Experience of developing and managing process metrics.
· Ability to work under pressure, to tight time scales and effectively prioritise work to deal with escalations.
· Ability to work as an individual, working to strict deadlines and managing own workload but also effectively as part of a team, challenging and questioning situations to produce the best solution possible.![]()
Selection criteria:
· Leadership, people management excellent communication skills at all levels- up to executive level.
· Preferably implemented problem management in a business before and experience developing ITIL processes. Strong understanding of ITIL and Prince2 best practice.
· Experience of developing and managing process metrics.
· Ability to work under pressure, to tight time scales and effectively prioritise work to deal with escalations.
· Ability to work as an individual, working to strict deadlines and managing own workload but also effectively as part of a team, challenging and questioning situations to produce the best solution possible.