Problem Manager

Job Introduction

We have an exciting role for a Problem Manager to join our IS&T team in the UK&I. Due to Intensity of the role a minimum of 5 years experience in the same or equivalent role is required. You will be responsible for the lifecycle management of all problems within scope of the Service Support processes. You will perform root cause analysis to minimise the adverse impact caused by failures within the IT systems and provide guidance for positive change with a focus on continuous improvement to prevent incidents causing service outages.

To be successful in this role you will have proven broad experience in problem management with ITIL v3 qualification. You will be an excellent communicator and able to build strong relationships at all levels.

This is a great opportunity to play a lead role in supporting our growing IS&T team and helping to shape the future of our business.

What’s in it for you?  

• Develop and build strong relationships
• Innovation is celebrated 
• Opportunity the deliver best practice

The main base for this role is in Salford, Manchester, you will need to be able to travel to Salford when required.

Role Responsibility

• Be responsible for ongoing operational Problem Management with a focus on continuous improvement. 
• Enable the effective operation of the Problem Management Process and oversee the Problem Management process delivery
• Perform trend analysis on incidents
• Provide regular reports in a timely manner
• Provide guidance and assistance to all departments ensuring all problems are managed correctly
• Engage in Continual Process/Service Improvement
• decreasing incident resolution times, preventing occurrence and recurrence of technical issues
• You will establish and maintain timely communications with all relevant stakeholders to ensure they are kept informed of Problems
• You will proactively use data and insights to progress proactive problem management
• Develop final solutions for Problems and Known Errors
• You will manage Problem Management activities with diverse technical teams

The Ideal Candidate

• At least 5 years ITIL Problem Management experience
• ITIL Foundation V3 certification would be advantageous (Practitioner preferred)
• Managed Service and Support Services background would be beneficial
• Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally
• Ability to lead and work as part of a team and to engage effectively with suppliers and customers
• Excellent analytical and problem-solving skills
• Strong sense of ownership and drive to follow tasks through to completion
• Excellent customer service and delivery focus

Package Description

Competitive Salary

In return for your commitment and hard work, you will be rewarded with an attractive salary, plus access to our extensive benefits package, which includes:

• Contributory pension scheme of up to 6%
• 10% Performance-related annual bonus
• £1,300 flexible benefits fund
• 23 days holiday (FTE) – plus bank holidays – rising to 26 days after 5 years
• A buy and sell holiday scheme of up to 3 days (FTE)
• Volunteering days via our charity partner STOP HUNGER
• Numerous voluntary benefits, including dental care, gym discounts, retail / hospitality, and many more

 We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We’re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process