ITIL Problem Manager

Full Job Description

Are you an experienced Problem Manager looking for a new opportunity?

Sopra Steria are currently hiring for a Problem Manager well versed in ITIL to work across a variety of clients within the public sector. This is an excellent opportunity for someone looking to apply current expertise while upskilling in other service management areas including Incident and Change Management. You will be joining an established team surrounded by experts in the Service Management field, it is a collaborative environment with endless support available to allow you to learn and progress.

We can offer great career progression opportunities, ability to be based anywhere across the UK, benefits which you can flex to meet your needs and training and development opportunities.

The rough travel requirement for the role will be around 1 day a month in the office.

What you'll be doing:

• To act as the primary focal point for customers to communicate the status and progression of all Problems
• Record accurately and fully all calls on the Problem Management system. This should be in accordance with the latest version of Operational Procedures.
• Investigate problems, according to impact, through to resolution or error identification. Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
• Chair Problem Review meetings with Customer and Stakeholders, facilitate and distribute minutes.
• Maintain accurate, complete, and up-to-date documentation on Problem Management operational procedures for each business area.

What you’ll bring:

• Previous Problem Management experience
• Knowledge of ITIL Service Management processes and practices.
• Experience of operating service support function(s) within an enterprise environment.
• Experience of complex reporting to various management levels, both internal and external.

It would be great if you had:

• ITIL Foundation accredited (V3 or 4) or equivalent experience.
• Change and Incident Management experience

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent
Location: Home Based, occasional travel to one of our offices
Security Clearance Level: SC
Internal Recruiter: Olly Walker
Salary: £35,000
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

We support the UK Government to tackle today’s biggest challenges. We combine technical expertise and delivery capability with vision to accelerate change and reinvent the way that Public Services are designed and delivered. We work with energy and integrity to build intelligent, highly secure, joined-up solutions that make a difference to everyday lives. We’ve been helping Government to make a difference for 50 years, creating common systems and approaches, enabling government to work across multiple agencies and radically transform how Public Services are delivered. Empowering Government to make a difference to everyone, every day.