Problem Manager

Unily is the leading employee experience platform used by enterprises to improve communication, collaboration, and productivity. Enterprises rely on Unily’s SaaS platform to transform employee engagement with AI-powered employee experience technology.

Founded in 2005 as an intranet consultancy, we quickly realised that the enterprises we were working with shared the same employee experience challenges, so set about building our own platform. In 2017, we launched Unily, which is now recognised as the market-leading solution. In 2021, we partnered with private equity firm, CVC in order to further strengthen Unily's position as a world-leading employee experience platform, accelerate product development, expand its footprint with existing customers and scale its go-to-market organisation to continue acquiring new customers.

Today, enterprises worldwide use Unily to stay connected and engaged at work. Unily’s Fortune 500 clients include: CVS Health, Johnson & Johnson, The Estée Lauder Companies, Shell, Wipro, and more.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Job Purpose

As the Unily Problem Manager, you will deliver effective problem management resulting in the provision of stable and robust services to the global business. Your focus is on preventing problems resulting from incidents, eliminating recurring incidents and minimising the impact of incidents that cannot be prevented. There should be increased focus on proactive elements where the intent is to remove the cause of problems before they have had an impact. You will use technical foundations such as ITIL principles, along with a pragmatic and collaborative approach to define, embed, and champion problem management across Unily.

Main Responsibilities

As the Problem Manager you will lead the problem management processes and activities and make sure they operate efficiently and effectively, and that they comply with governance controls.

You will work with the global teams to deliver a single set of standardised problem management policies and processes which are effectively managed and governed, to facilitate a global problem forum to drive compliance to problem policies and improvements.

You will demonstrate strong problem management knowledge and experience in leading teams and motivating them to achieve common goals. You’ll thrive in a fast-paced business environment with an emphasis on positive problem-solving and adaptive working practices. 

• Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
• Develop and maintain a database of known issues, causes and resolutions to guide the development and support teams in minimising the impact of incidents.
• Develop and produce periodic performance reports showing the impact of known errors and the benefits of root cause analysis.
• Manage the response, resolution, and post-incident analysis of major incidents to ensure deficiencies are identified, lessons learned are documented and changes are implemented to limit risk of future occurrence.
• Lead and/or Facilitate Root Cause Analysis (RCA)investigations and meetings to successfully identify root causes of problems that impact the IT estate. Including assisting or producing root cause documents for global issues and client issues.
• Through the problem management process running both a reactive and proactive problem management function that has the potential to impact across the IT estate.
• Proactively identify problem trends and known bugs and work with Application, Business, Technology and other support teams to provide the solution.
• Perform regular Problem Management reviews with Application, Business and Technology to track the progress of problem root cause and error resolution tasks.
• Track Problem Management SLAs and KPIs whilst continually seeking to improve.
• Provide leadership, training and support of the problem management process throughout technical operations and the business.
• Candidates will also be required on occasions to assist and cover with other Service Management process roles.

Knowledge, Skills and Experience

• ITIL knowledge and experience
• Bachelor’s degree or equivalent in an IT-related subject
• Experience working in an agile environment
• Minimum 3years’ experience in an ITIL process role, 2 of which should be problem management centric.
• IT Life-Cycle Management
• Process Improvement Frameworks (e.g. Six Sigma, TQM)
• ITIL Intermediate qualification (Preferably Operations or CSI)
• BCS specialist in Problem Management (or equivalent)
• ITSM tool (e.g. ServiceNow, BMC Remedy)
• Technical appreciation of IT infrastructure
• Experience in running both a reactive and proactive problem management function.
• Experience in developing best practice processes, policies and procedures for functional area
• Experience producing Executive level summaries and reports to a high standard.
• Experience in dealing with and influencing multi-tier management
• Experience of engaging and building successful relationships with stakeholders of the problem management process, including senior management

Why Work for Unily?

In addition to a generous base salary and discretionary company bonus, here are somethings we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognise that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.

We offer a fantastic suite of benefits . Including 25 days holiday, Vitality life cover, Aviva pension, life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community.  We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme. 

View Unily's UK & EEA Careers Privacy Notice here

Some other things you should know

Work Location

Hybrid working – we operate a flexible working environment with a mix of remote working and office working of which you would be required to come into the Guildford and London offices.