Problem & Knowledge Manager
£50,000-£54,000 per annum
Hybrid (1-2 days/week in Bristol)
Our client are looking for someone to lead the function that is focused on enhancing service quality, reducing incidents, maximising the benefits of new and existing services and fostering a culture of knowledge sharing and delivery across their large IT Department.
The ideal person will develop and manage the problem and knowledge management processes, including the design and delivery of comprehensive training programs. They will manage a team of knowledge professionals; owning, developing and implementing IT support processes, with the overall aim of supporting and enabling colleagues to successful adopt and utilise technology.
Responsibilities:
• Establish ITIL-aligned and industry best practice problem and knowledge management processes across the IT Department, developing a strategy for implementation and working with Team Managers to embed the processes into day-to-day activities.
• Identify trends and patterns in incident and problem data to proactively improve service quality, leading on activity supporting the prevention of incidents by addressing underlying problems and known errors.
• Provide leadership and direction to the team including recruitment, appraisal, development and performance management of staff, supporting their wellbeing, productivity and ability to reach their full potential.
• Implement and review a strateg...