Our client is looking for someone to own the Problem Management process for their company.
This will cover:

• Work closely with the Technology and stakeholder teams to facilitate timely resolutions of problems.
• Deliver and manage high standard communications across Stakeholders to ensure that Problems are dealt with by priority and customer needs, providing regular communications.
• Drive Continuous improvement and efficiencies with the process, including tools, knowledge re-use, process improvements.
• Champion and motivate internal and vendor staff to effectively and economically meet the Problem Management objectives of the company and the department.

 
KEY ACCOUNTABILITIES 
·         Ensure that the Problem Management Process and Procedures are maintained and fit for purpose.
·         Provide leadership, guidance and direction to others to ensure their understanding and ability to perform Problem Management functions.
·         Manage plans for continuous improvement to the Problem Management process.
·         Identify key stakeholders and manage the periodic meetings for assigned business areas
·         Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis).
·         Where required, help identify and track the problem resolution/fix through the various avenues including project, stream, and roadmap.
·         Be the champion and advocate for the Problem Management process, and ensure adherence to our processes such as Change Control, and Implementation processes.
·         Participate in Post Incident Reviews, and where required lead Post Incident reviews and ensure any follow through to Problem Management occurs.
·         Ensure that SLAs and KPIs for Problem Management are defined, understood, measurable, and met
·         Chair effective Problem Management Forums.

 
 ABOUT YOU
 
Experience

1. Minimum of 3 years of experience in a Problem Manager or related role
2. At least 5 years Operational experience
3. Detailed understanding of the ITIL framework and Service Level Management. ITIL Foundation Certification (V3). Certification of ITIL Practitioners training for Problem Management or ITIL Capability: Operational Support and Analysis highly regarded 
4. Must be able to establish and maintain excellent working relationships with business Stakeholders, senior leadership, Service Delivery Managers, the Operations Teams
5. A proven track record in identifying trends, and subsequently resolving the underlying Problems, within the technical environment, particularly in highlighting potential problems and/or improvements
6. A proven track record in root cause analysis and experience in the use of root cause analysis tools and techniques
7. Significant negotiation, influencing and facilitation experience and skills.
8. Sound understanding of Service Level Management.

Qualities:

1. Strong Problem Solving and decision-making skills
2. Advance verbal & written communication skills with the ability to communicate to a diverse audience
3. Strong analytical skills, ability to adapt to any environment, good communications skills and able to work under pressure.
4. Good time management, attention to detail and a positive attitude and work ethic.
5. Ability to learn new technologies
6. Excellent presentation, interpersonal, facilitation, and project management skills

 
If you're looking to join a collaborative company and the above sounds like you - APPLY NOW!

Kia ora, Comspek and our clients fully support and encourage diverse hiring and inclusive recruitment processes. Don’t meet every single requirement of this job description? That’s ok - You do not need to tick every box or have expertise in the full JD. Comspek is dedicated to building diverse, inclusive and authentic workplaces based on different clients’ needs. So, if you’re excited about this role, we encourage you to apply.