Problem Manager

2 weeks ago

London, Greater London, United Kingdom M Group Services Limited TA Magdalene Limited Full time
About the Role

We are seeking an experienced Problem Manager to join our team at M Group Services Limited T/A Magdalene Limited. As a key member of our service delivery team, you will play a critical role in minimizing incidents, identifying root causes, and implementing corrective actions to ensure smooth service delivery.

Key Responsibilities
  • Root Cause Analysis: Review customer incidents to raise, manage, and drive problem cases, identifying root causes, detailing accurate statements, and implementing corrective action measures.
  • Action Planning: Ensure appropriate action plans to remediate root causes are defined, followed up, implemented, and owned by the right stakeholders.
  • Communication: Provide timely communications to key stakeholders, including detailed investigation reports and corrective actions or recommendations.
  • Trend Analysis: Carry out trend analysis of incident and problem data to identify recurrent service issues, performance issues, or potential key work themes.
  • Process Improvement: Identify improvements to enhance incident and problem management processes, ensuring the right information is captured to support ongoing investigations, communications, case management, and performance level timeframes.
Requirements
  • Service Management Experience: Proven experience in service management, with knowledge of ITIL (to foundation level).
  • Technical Skills: Proficient with workflow management systems such as Service Now/Salesforce, and familiar with certification models, specifically ISO 20000.
  • Communication Skills: Strong written and verbal communication skills, including an ability to understand specialized technical language.
  • Leadership Skills: Assertive but diplomatic, with a strong desire to persevere with issues to ensure completion.
About Us

M Group Services Limited T/A Magdalene Limited is a leading provider of [industry/service] solutions. We offer a range of benefits, including:

  • Development Opportunities: We promise development and reward opportunities for those who have the passion, enthusiasm, and work ethic to harness them.
  • Competitive Benefits: Our benefits include 25 days annual leave plus bank holidays, 4% matched pension scheme, 2 x salary life assurance, and more.

We are an inclusive employer and welcome applications from individuals who consider themselves as having a disability or long-term health condition. We are also a gold award holder under the Armed Forces Employer Recognition Scheme and welcome applications from candidates who are currently serving in the military or have served in the military.

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