Manager - Database Services

3 weeks ago

London, United Kingdom Unily Enterprise Intranet Solutions Full time

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 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. 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.
As the Unily Problem Manager, you will deliver effective problem management resulting in the provision of stable and robust services to the global business. 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.

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. 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.
Through the problem management process running both a reactive and proactive problem management function that has the potential to impact across the IT estate.
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.
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
ITIL Intermediate qualification (Preferably Operations or CSI)
BCS specialist in Problem Management (or equivalent)
ServiceNow, BMC Remedy)
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
In addition to a generous base salary and discretionary company bonus, here are somethings we think you will love:
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.
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.
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.
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