IT Problem Management Lead

5 months ago


Chatham, United Kingdom OSB Group Full time

About the team:
As the IT Problem Management Lead, you will be the driving force behind the organisation's efforts to proactively manage and resolve critical and recurring incidents. While this role is a standalone position without a specific team reporting directly, it operates within a larger context of cross-functional collaboration and engagement.

Though the IT Problem Management Lead operates independently, you will still be responsible for leading a small team and collaboration is at the heart of our organisational culture. You'll work closely with various stakeholders across different departments, including IT Service Delivery, and interact with individuals from diverse backgrounds and experiences. This collaborative approach ensures a holistic and comprehensive problem management strategy.

About Us:
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing:
As the IT Problem Management Lead, you'll take charge of identifying and resolving critical and recurring problems. Operating within a collaborative environment, you'll maintain the Known Error Database, implement proactive management strategies, and communicate effectively with stakeholders. Your role is pivotal in shaping a resilient IT landscape, ensuring compliance, and contributing to continuous service improvement. Your autonomy and leadership will be key in driving proactive problem management initiatives, making a substantial impact on the stability and success of our IT services.

Your responsibilities will include
- Oversee day-to-day process execution as SME for the Problem Management process.
- Identify and prevent recurring incidents, updating ServiceNow with root cause and resolution information.
- Maintain the Known Error Database and ensure the Service Desk benefits from known workarounds.
- Implement mechanisms for proactive problem management by analyzing historical data.
- Schedule and chair problem reviews, delivering regular reports for decision-making.
- Develop and submit change requests to eliminate known problems.
- Contribute to continuous service improvement.
- Communicate problems to all required stakeholders, including 3rd parties.

In return for your commitment:
We offer a base salary dependent on experience of between £60,000 to £70,000 and a competitive benefits package including:

- Discretionary annual bonus opportunity of up to 15%
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
- Paternity Leave - 4 weeks of paid leave to be taken within 8 weeks of childbirth.
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?:
We are looking for talented individuals who have the experience and knowledge set out below:

- Previous work experience as a Problem Manager
- Previous experience with ServiceNow ITSM tooling
- Previous experience in IT service management
- Previous experience leading a team
- Strong knowledge of ITIL v3/v4 is essential

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

What to do next:
Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.
- OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds._
- As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, dev



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