ITSM Problem Manager Job Newcastle area,Newcastle upon Tyne England UK,IT/Tech

Location: Newcastle upon Tyne

This is an exciting opportunity to play a key role in supporting IT services for the NHS Business Services Authority (NHSBSA) and our customers. We are looking for an experienced and motivated individual to join the IT Service Management team on a 12-month fixed term opportunity covering maternity leave.

Based in either Newcastle or Blackpool, this role combines both Problem Management and Change Enablement responsibilities across two critical ITIL practices that support service stability, governance and continual improvement across DDaT.

You’ll lead and coordinate the management of IT problems and changes across the organisation, ensuring robust governance, risk management and service assurance processes are followed. Working closely with resolver teams, delivery teams, security and senior stakeholders, you’ll help minimise service disruption and improve service resilience.

The role includes oversight of IT changes, root cause analysis, Post Implementation Reviews (PIRs), trend analysis and driving actions through to completion to prevent repeat incidents.

What do we offer?

27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours or reduced hours)
Flexi time
Hybrid working model (we are currently working largely remotely)
Active wellbeing and inclusion networks
NHS Car lease scheme
Access to a wide range of benefits and high street discounts!

Main duties of the job

As an IT Service Manager working in the DDaT IT Service Management Team, you will demonstrate a range of IT Service Management skills.

The role requires a dedicated focus on Problem Management; as such it requires in depth knowledge of the following ITIL v4 practices:
Problem Management, Change Management, Incident Management, Release Management, Service Request Management and Continual Improvement.

Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with your specialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with.

Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation, demonstrating a creative and innovative approach and advising on standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.

You will be required to act as Major Incident Manager (MIM) on the daytime MIM rota.

Job responsibilities

Oversee the continuous development, transition and day to day operation of associated ITIL IT service management practices and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.

Ensure that relevant IT Service Management policies, processes and procedures are in place for the Problem Management function.

Oversee the implementation of Problem Management policies, processes and procedures and standards, pro-actively identifying and proposing improvements or enhancements to meet changing needs.

Lead the adherence to IT Service Management policies, processes and procedures, ensuring they are in place for the Problem Management function and are followed with non-conformance reported and reviewed.

Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.

Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.

Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.

Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.

Demonstrate a positive attitude to risk management and consider risk in all decision making and prioritisation activities.

Facilitate problem review meetings and manage the lifecycle of problems, ensuring they are processed within agreed SLAs.

Manage the Problem Team, providing guidance, support, and professional development opportunities.

Maintain and review the Problem Management records, ensuring accurate documentation of all problems.

Proactively utilise Continual Improvement (CI) activities in relation to Problem Management and support CI activities across ITSM Practices.

Working with Delivery Managers, Service Managers, Incident and Change Managers, Support Teams, and other stakeholders, to support decision making in line with best practice.

Develop and deliver reports on problem management metrics and performance, providing…