Job Title: Problem Management Lead Reports to: Problem Manager Department: Service Operations Salary: Up to £40,000 Location: Shoreham-by-Sea (Hybrid) Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. An opportunity exists to join as a Problem Manager Lead, playing a key role as we drive greater service levels for or customers. This role is responsible for researching the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known issues. The Problem Management Lead will engage in proactive problem management by analysing trends or historical data of incidents and services. The outcome of successful problem management provides; decrease time to resolution, increase productivity, promotes continuous service improvements and increased customer satisfaction. Principal Responsibilities/Duties Creation and development of a problem management process covering; problem detection & registration, categorisation & prioritisation, investigation & diagnosis, known issue recording, workaround & temporary solution documentation, resolution & close criteria. Liaise with relevant 3rd Line teams to assist with problem analysis and implementation of required work arounds or permanent fix. Embed Problem Management across 3rd Party’s to ensure root causes are recorded and future prevention implemented. Adopt Change Management to record and implement the required fix, ensuring a full audit trail is recorded. Coordinate the creation of Problem Management dashboards, providing a view on overall performance of problems within our core services. Inclusive of tracking all open actions assigned to a problem, following a High Priority Incident. Establish baseline within group product and service structures to ascertain priority areas. Identify self-harm and liaise with relevant departments for design out requirements as per problem management process. Control the monitoring of the lifecycle of all incidences and the outcome of preventing incidents from happening following baseline measurement and action. Monitor major service outages (MSO) as the incident controller as per documented process and procedures. Attend post incident reviews for high profile incidents and create Reason for Outage (RFO) reports that are fit for both internal and external communication. Attend 3rd party supplier review meetings for known issues that impact our customer base. Feed knowledge & problems from 3rd parties into customer facing teams for awareness and customer support. Periodically perform analysis to see if new problems need to be registered as part of the problem lifecycle. Work closely with the Technical Leads for post new product and supplier evaluations. Chair regular Problem Management reviews on a bi-weekly/monthly basis, driving improvement and improving Problem management awareness. Responsible for senior operational stakeholder communications, distilling detailed technical analysis into easily digestible information. Requirements Essential Skills: Ability to demonstrate a clear understanding of problem managements relationships with incident, event, knowledge and change. Critical-thinking and root-cause-analysis skills. Ability to multitask should multiple problems arise at any one time, proactively and reactively. Ability to assess risks and demonstrate how this has been evaluated within the planning. Opportunity to make this role your own and to deliver against best practice. Willing to cover other areas such as Change and Service Asset. Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail. Strong analytical skills and data monitoring for demonstrating trends and solution impact. Good time management and organisational skills. Sufficient technical background to understand the different architectures of the core systems, relationship mapping and problem impact. Proven track record of working independently and showing persistence, while fostering good working relationships across teams. Ability to problem solve and think on your feet. Excel and ServiceNow reporting skills. KPIs: Preventing persistent incidents and errors. Minimising business impact of incidents to our customer base. Baseline to % of reduced case numbers through problem management. Improved CSAT from root cause corrections. Problem management vs product and supplier selection and limitations. Benefits At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business. We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG. IND1