The role:
As a Problem Manager, aligned to Problem Management practices, you'll own and oversee the resolution of service-related issues from start to finish. This role offers an exciting chance to work in a dynamic environment with complex systems, making root cause identification challenging. You will collaborate closely with your team and other Service Operations teams, including ITIL functions, Technology Office teams, our Service Providers, and our customers becoming a key player in delivering excellent customer service.
You’ll take a holistic approach, providing a strategic view of the entire network, driving improvements across teams to ensure high customer service satisfaction. Additionally, you will lead continuous improvement initiatives to adapt and scale the Problem Management processes for future energy industry demands. Experience in problem management in a similar environment is essential.
As our Problem Manager, you will:
* Be accountable for the end-to-end management of all problems impacting the overall service.
* Create, build and lead strong relationships with stakeholders across the ecosystem and communicate service performance and problem resolutions effectively and efficiently. Where there are identified issues you will collaborate with the relevant SMEs to identify potential solutions, associated risks and be prepared to give effective outcomes to the problems in hand.
* Lead problem resolution efforts to ensure timely and effective outcomes. Report and elevate when necessary, ensuring full transparency throughout
* Be accountable for the ???Root Cause Analysis??? lifecycle and ensure accuracy and quality is obtained collaboratively with our 3rd party suppliers.
* Assess and manage risks associated with services and recurring problems.
* Work across the ecosystem to continuously improve observability capabilities such as reporting, dashboarding and alerting which will drive robust proactive problem management. Ensure, these are communicated on a weekly basis and available for all of the team to access accordingly.
* Engage internally and externally with all stakeholders to improve existing processes and performance and feeding back successes and any concerns in implementation of these improvements.
* Conduct ???Trend Analyses??? to identify and eliminate common factors that cause incidents. Then escalations and communicate onwards as necessary with suggested solutions and mitigation.
* Ensure awareness of workarounds are communicated to wider business areas. For example, and not limited to the Service Desk, Customer Relationship Management, the TO etc
* Ensure effective maintenance and management of the ???Known Error Database???. This should be updated on a daily, weekly and on‑going basis and should be analysed for any errors.
* Drive and create a ???Problem Management??? community in the team, wider Operations Teams and across our 3rd Party Suppliers to drive continuous improvement initiatives.
Key Competencies:
* Effective Communication:
As a problem solver, you must interact with individuals, including other managers, employees, suppliers and customers. You must be able to communicate successfully in both written and verbal formats. You are also required to communicate complex details, so it's necessary to explain and translate technical attributes easily and understandably.
* Stakeholder Management:
You will be expected to build and maintain strong relationships with key stakeholders, includinggovernment bodies, 3rd party suppliers and our customers. Possesses good influencing skills and confidence to effectively challenge others when and where appropriate.
* Problem Solving Skills:
Possesses the ability to dissect complex problems and identify root causes quickly. Utilises data‑driven approaches to analyse service performance and implement effective solutions. Shows creativity and adaptability in driving outcomes to enhance service delivery and address challenges.
* Critical Thinking:
The ability to analyse a problem and determine the best course of action. As a problem manager, you are responsible for driving resolution to a problem impacting the service the client provides. You can apply critical thinking to assess the problem and collaborate with others to quickly identify and implement a solution that is acceptable to all. You will be responsible for feeding this back effectively.
* Teamwork:
As a Problem Manager you will regularly work with groups of people, you must therefore be able to work well with others and be able to utilise your collaboration skills to assist the wider team to achieve the desired outcome.
* Risk management:
Identifies and assesses potential risks to service delivery, implementing mitigation strategies to minimise impact. Ensures compliance with regulatory requirements and industry standards to maintain service integrity and security. You are responsible for ensuring you keep up to date with regulatory requirements.
We???re looking for:
* Highly resilient with an aptitude to work well under pressure.
* Adaptability and the ability to cope with ambiguity.
* Proactive with a can‑do attitude and sense of pride and ownership.
* Drive and passion to make the Problem Management Function, Operations, DBR and the wider client a great place to work and actively seeking out and implementing opportunities across the wider client for continuous improvement and personal development.
* You will want to be a key player in non‑problem management activities e.g. Engagement Champions, the all‑colleague representative forum etc.
Desirable:
* ITIL Accreditation
* V4 Foundation equivalent or above
* Technical Competencies
* Project Management
* Experience in RCA Methodologies
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