IT Services Problem Manager

4 days ago

Manchester, New Hampshire, United Kingdom Tesco Mobile Full time
Job Title: IT Services Problem Analyst

Location: Manchester, UK

Job Summary:

This role is responsible for overseeing the delivery and management of IT services at Tesco Mobile. The IT Services Problem Analyst will ensure that IT services meet the operational needs of the business while driving improvements in service delivery, operational efficiency, and knowledge management.

Key Responsibilities:
  • Problem Management:
    • Develop a comprehensive problem management strategy to address current and future IT service needs.
    • Implement governance for problem management, ensuring alignment with ITIL best practices.
    • Lead problem identification and analysis to resolve underlying issues.
    • Collaborate with internal teams and external suppliers to implement corrective actions.
    • Develop and maintain problem management processes, workflows, and tools.
    • Establish reporting and governance meetings to highlight known errors and remedial actions.
  • Collaboration and Stakeholder Engagement:
    • Work closely with IT teams, service owners, and product owners to identify knowledge needs and ensure alignment with business objectives.
    • Encourage knowledge sharing through workshops, meetings, and internal campaigns.
  • Risk Management:
    • Identify, document, and mitigate IT service risks through proactive management.
    • Escalate major incidents and perform thorough root cause analysis.
  • Continuous Improvement:
    • Lead continuous improvement initiatives to enhance IT service delivery and user experience.
    • Drive the adoption of innovative solutions and best practices to improve service efficiency and reliability.
    Qualifications:
    • Bachelor's degree in information technology, Computer Science, or a related field.
    • Proven experience in an IT Service Manager role, preferably within the telecommunications or retail industry.
    • Strong understanding of ITIL processes and their application in service management.
    • Experience in defining and implementing knowledge management and problem management governance and best practices.
    Skills and Competencies:
    • Excellent leadership and people management skills.
    • Strong problem-solving and decision-making abilities.
    • Exceptional communication skills, capable of conveying technical information to non-technical stakeholders.
    • Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
    • Proficient in-service management tools and platforms.

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