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Problem Manager

Employer
University of Bristol
Location
Bristol, United Kingdom
Salary
£44,706 - £50,296
Closing date
Sep 26, 2021
The role

The University is embarking on a significant period of change, driven by a new digital strategy that will deliver globally accessible technical services & digital solutions to empower world class learning and research. Its key focus is on the Digital needs of our students, staff and research partners, and modernising the University's critical IT infrastructure and operating capabilities.

This is an exciting opportunity to join IT Services during a period of growth, with several high-profile projects and strategic alignments currently in progress.

We are seeking a Problem Manager to join our Service Standards team to operate and continually develop our new Problem Management process, which is being delivered as part of a strategic programme to mature our IT Service Management function.

What will you be doing?

As Process Owner of the Problem Management process the successful applicant will be accountable for all aspects of its coordination, liaising with senior and customer stakeholders, along with the personnel responsible for Problem resolution. They will ensure Problems are resolved within their SLA, assume ownership and management of the Known Error Database (KEDB), and be responsible for the closure of Problems and coordinating major problem reviews where required.

You should apply if

You have experience and expertise in implementing, managing, and continually improving a Problem Management function across a wide range of technologies and suppliers, within a dynamic, delivery-focused environment.

Excellent interpersonal and communications skills are essential to the role. You will be at ease communicating in person, by phone and email, with the ability to communicate at all levels. You must be committed to delivering an excellent level of customer service for staff and students, while also meeting the organisation's strategic goals and financial objectives.

Suitable applicants must have an IT professional or academic qualification at Degree level or equivalent, along with ITIL v3/v4 Foundation certification. ITIL v3 Operational Support & Analysis capability certification is desirable, as is experience of working with ISO20000, or in a Higher Education environment.

We welcome applications from all members of our community and are particularly encouraging those from diverse groups, such as members of the LGBT+ and BAME communities, to join us.

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