Problem Lead – Inverness, Scottish Highlands
Salary – £75,000 – £80,000
We are currently looking for a Change Lead to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.
As the Senior Problem manager you will lead the Problem Management function to seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities by working with both client and colleagues to identify the root cause of Incidents and initiating actions to improve or correct the situation, this will include performing Incident trend Analysis to support proactive Problem investigations
*Ownership, accountability and effective leadership for Problem Management Processes and Operational delivery across both Proactive and Reactive Problem Management
*Lead and assist in the Identification and raising of potential proactive Problems via the use of Incident trend analysis and reporting
*Lead and Participate in the triage process for all proposed Problem cases, ensuring that results are documented, and problems are allocated via ITSM tooling
*Lead and manage both proactive and reactive Problem investigations via Root Cause Analysis
*Lead and ensure that Clients business interests are maintained over and above those of any specific service provider
*Guide and ensure appropriate prioritization of problems from a business perspective
*Ensure that cross – service provider (problem investigations are led and conducted effectively and in line with end-to-end Service Level Agreements
*Accountable as a senior escalation point for Problem Management issues including root cause analysis
*Accountable for the delivery of high-quality reporting, monthly management information
*Lead associated management actions, share root cause and known errors and other lessons learnt across the regions and with service providers as appropriate
*Lead the management or coordination of implementation of corrective actions, recording of residual business risk and communicate high quality updates to all stakeholders
*Accountable for ensuring active knowledge sharing exists between all engaged parties, ensure mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across service providers and Service Domains
Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. (phone number removed))
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