Your new role: The Problem Management Lead focuses on Practice Ownership and Operational Management. In Practice Ownership, the role governs ITIL practices, ensuring alignment with ITIL best practices and organisational objectives. The role involves leading process development, managing performance, and working closely with stakeholders. In Operational Management, the role oversees daily operations of the SIAM practice, ensuring effective integration and management of multiple service providers to deliver seamless IT services. This includes managing operational governance, driving service improvements, and ensuring all service providers meet agreed performance standards. Responsibilities include:
* Leadership and Governance: Define and implement ITIL practices, ensuring alignment with organisational goals and compliance with standards.
* Process Management: Design, document, and maintain standardised processes and workflows, ensuring effective communication across the organisation.
* Continuous Improvement: Drive process optimisation and innovation, leveraging industry trends and emerging technologies.
* Service Integration: Oversee the coordination of services from multiple providers, ensuring seamless end-to-end delivery.
* Performance Management: Establish and monitor governance frameworks, SLAs, and KPIs, conducting regular performance reviews with service providers.
* Stakeholder Engagement: Act as the primary contact for stakeholders, managing escalations and facilitating governance meetings.
Required skills and experience include:
* Strong experience in IT problem management and worked in a SIAM or multi-supplier management role.
* ITIL v3/v4 Foundation is required; additional ITIL certifications are highly desirable.
* Broad understanding of ITSM tools and technologies, with experience in cloud-based ITSM solutions.
* Exceptional client-facing skills, with the ability to communicate complex ideas clearly and persuasively.
* Strong analytical and problem-solving skills, with the ability to quickly assess situations and propose effective solutions.
* Demonstrated ability to lead and manage cross-functional teams, including internal and external resources and client stakeholders.
* Excellent verbal and written communication skills, with experience creating and delivering high-quality documentation, presentations, and reports.
* The ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
Offer includes:
* 5-Month Contract (with the possibility for extension).
* £450 - 500 per day rate Outside IR35.
* The ability to work remotely - UK work eligibility still applies.