Working pattern: Hybrid. Anticipated to be a day a week in the office on an ad hoc basis as required.
Working hours: Contracted hours in shift patterns between 8am and 5:30pm.
Must be eligible for SC Clearance & be willing to undergo NPPV2 application.
Salary banding: £40,000 to £50,000.
Here at Littlefish, we look for people who can make a difference and become a giant slayer. As the world around us continues to change, we seek individuals who embrace change with optimism and excitement. These are passionate, high-performing people who thrive on thinking outside the box.
Our current employees are the giant slayers who have shaped Littlefish into what it is today. You will be the future team member who adds drive, passion, and skills as we grow.
If this sounds like you and you're excited about working with creative, passionate, energetic, and friendly people, we would love to hear from you.
The role and what you’ll be doing daily:
Are you a seasoned professional with a knack for solving complex problems and driving continuous improvement? We’re looking for a Senior Problem Manager to lead in resolving the root causes of incidents and minimizing their impact on our customers.
* Lead and Inspire: Take line-management responsibility for other Problem Managers, ensuring team efficiency and best practices.
* Drive Efficiency: Monitor, improve, and ensure the effectiveness of Problem Management processes for swift issue resolution.
* Be the Escalation Point: Act as an escalation contact for clients, supporting the Service Delivery Manager, and ensuring issues are handled effectively within SLA expectations.
* Proactive Problem Management: Use data analysis to identify potential problems early and implement mitigation strategies.
* Create Insightful Reports: Produce management information and reports analyzing SLA performance, KPIs, and trends to improve service quality.
* Collaborate Across Functions: Work with Incident Management, Change Enablement, and Continual Improvement teams for seamless service delivery.
* Stay Ahead of Industry Trends: Keep up with best practices and introduce new ideas and processes to enhance services and client satisfaction.
Main duties include:
* Manage Problem Managers and ensure smooth operations and process adherence.
* Deputize for the Problem and Major Incident Management Lead when needed.
* Own and improve governance of Problem Management processes for multiple clients.
* Identify and drive proactive problem management activities based on emerging trends.
* Review and enhance current Problem Management processes, recommending service improvements.
* Act as escalation point for internal and external stakeholders for timely issue resolution.
* Collaborate with Incident Management, Major Incident Management, and Change Enablement teams for continuous service improvement.
Ideal candidate:
We seek a dynamic and experienced Senior Problem Manager with strong leadership skills and a proactive problem-solving approach.
* Extensive experience in a Problem Management role handling complex processes.
* Expertise in problem-solving, classification, prioritization, and effective solution implementation.
* Strong relationship-building skills with the ability to build trust with client teams.
* Ability to manage multiple tasks, prioritize effectively, and meet SLAs and KPIs.
* Experience in Service Management and a passion for continuous improvement.
* Ability to explain technical issues clearly to non-technical stakeholders.
* Excellent leadership qualities to inspire and manage a team.
What we offer:
* Training through Littlefish Academy, increasing earnings by £4,500.
* Referral bonus of £1,000 for successful referrals.
* Access to LinkedIn Learning with over 16,000 tutorials.
* Healthcare cash plan including online GP, 24/7 counseling, and cashback on healthcare.
* Casual dress policy, company pension, social events, 25 days annual leave plus holidays, and a purchase/sale leave scheme.
Life at Littlefish:
Our values define who we are and how we work. We prioritize hiring aligned with our values to foster growth.
I am High Performing: We aim to increase quality and efficiency, striving for service excellence.
I am Passionate: We celebrate team success, support each other, and foster enthusiasm and energy.
I Have a Can-Do Attitude: We challenge the status quo, step outside comfort zones, and get things done.
If you believe you can make a difference, apply today and join us on this journey.
At Littlefish, we promote diversity and inclusion, welcoming applications from all backgrounds. Please contact us if you need adjustments during recruitment. Our application includes ED&I questions, with a 'prefer not to say' option.
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