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Problem Manager

Job Title: Problem Manager
Contract Type: Contract
Location: Bracknell, Berkshire
Industry:
Salary: Daily Rate
Start Date: ASAP
Duration: 3 months +
REF: FJS/LS/ProbMan_1567762291
Contact Name: Leanne Summers
Contact Email: leanne.summers@projectpeople.com
Job Published: 17 days ago

Job Description

Problem Manager - Contract - Bracknell, Berkshire.

A global IT services company is searching for a Problem Manager to join their team in Bracknell on a contract basis.

A national security clearance is required for this role but candidates not holding this level of clearance will be considered.

Role:

We are searching for candidates with good problem management experience or a Service Engineer - ideally with experience of HP Service Manager or similar.

  • The Problem Manager will manage all assigned Problem Records throughout their life-cycle in line with contractual KPIs, including the identification of Root Cause, Workaround implementation, and/or the release of Permanent Resolution.
  • You will work closely with technical teams to coordinate necessary resource in line with other processes such as Defect/Change/Release during the life-cycle of each Problem case.

Key Accountabilities:

  • Manages the service delivery within small to medium sized accounts, or elements of service delivery within a large account, in order to deliver contracted service commitments and continual service improvements.
  • Contributes to forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.
  • Controls elements of service risks, service costs and improves productivity of low complexity contracts for customers and the company in order to increase profitability and continually improve cost effectiveness.
  • Proactively manages internal and external suppliers in a service partnership as 'one service team'.
  • Contributes to the continual improvement of Service Delivery standards and practices.
  • Depending on the size of the account, identifies opportunities for new business and account growth.

Key Performance Indicators:

  • Service performance meets service level agreement (SLAs).
  • Service availability, continuity, security and capacity.
  • Delivering to cost budget.
  • Improving efficiency target.
  • Customer satisfaction.
  • Account / Sales growth targets.

To apply, please send your CV to leanne.summers@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy.