Change & Problem Manager

Job Title: Change & Problem Manager

Location: Hybrid Working (3 days office near KT1)

Salary: £50,000 – £60,000

The company

A household brand with a global presence that consistently strives to deliver excellence and value to their customers. This organisation recognise the value in employee engagement and truly feel that happy employees mean happy customers.

About the Change & Problem Manager role

Our client is looking for an individual who will help identify and minimise risk and impact by using and promoting these processes in line with an ITIL framework. As a Change and Problem Manager, you will contribute to the development and delivery of a high-quality Change and Problem Management process to be consistently delivered across the Technology organisation. You will play a pivotal role in embedding the disciplines, behaviours and processes into the Service Management function.

Day to Day Duties will include:

• Operating and maintaining the change and problem management process and governance framework
• Ability to drive the resolution of major issues with internal and external teams to drive major incidents and problems to resolution
• Capture, review and analyse incident data, supporting the remediation function
• Chairs CAB with a view to minimising business impact for their internal clients
• Ability to wear multiple Service Management hats across Change, Problem and service management
• Oversees the completion of the post-mortem statement for all high severity, critically impactful incidents
• Ability to foster internal relationships in order to organise incident and problem resolution efforts as quickly and smoothly as possible
• Gather data and generate reports
• Communicate with a variety of technical teams & stakeholders
• CAB participation and process creation and adherence
• Spearheading Problem investigations, root cause analysis and corrective actions following major incident resolution, defining Problem and directing technical teams to resolution through change
• Focusing on reducing major incident recurrence over time
• Consistent and timely reporting against SLA
• Reduction in the amount of incident related change
• Championing Problem Management process to the wider organisation

Skills & experience required for the Change & Problem Manager

• 5+ years’ experience within a change management position
• Solid understanding of problem and incident management processes
• Experience in working across both infrastructure and software environments
• Experience in process adherence (Change Request, Problem management)
• Experienced in working within an ITIL environment
• Comfortable in a large complex enterprise environment
• Experience in working within a fast paced environment (8-15 changes on average per week)
• Excellent verbal and written communication skills is a must
• Experience in service transition would be beneficial
• Business experience gained in Service Management and/or technical delivery roles