Problem & Knowledge Manager

Problem & Knowledge Manager

£50,000-£54,000 per annum

Hybrid (1-2 days/week in Bristol)

Our client are looking for someone to lead the function that is focused on enhancing service quality, reducing incidents, maximising the benefits of new and existing services and fostering a culture of knowledge sharing and delivery across their large IT Department.
The ideal person will develop and manage the problem and knowledge management processes, including the design and delivery of comprehensive training programs. They will manage a team of knowledge professionals; owning, developing and implementing IT support processes, with the overall aim of supporting and enabling colleagues to successful adopt and utilise technology.

Responsibilities:
• Establish ITIL-aligned and industry best practice problem and knowledge management processes across the IT Department, developing a strategy for implementation and working with Team Managers to embed the processes into day-to-day activities.
• Identify trends and patterns in incident and problem data to proactively improve service quality, leading on activity supporting the prevention of incidents by addressing underlying problems and known errors.
• Provide leadership and direction to the team including recruitment, appraisal, development and performance management of staff, supporting their wellbeing, productivity and ability to reach their full potential.
• Implement and review a strategy to create high levels of engagement with problem and knowledge management across IT Services, influencing and persuading individuals to change their ways of working where necessary.
• Establish strong two-way working relationships with key stakeholders to develop an
understanding of key developments occurring across the organisation and share updates on problem activities to ensure informed decision-making and strategic alignment.
• Establish a knowledge management framework to capture, organise, and share valuable information, including incident resolutions, known errors, and best practices.
• Develop and maintain a centralised knowledge repository or database, ensuring knowledge articles are up-to-date, accurate, and easily accessible to support teams and end-users, promoting a culture of knowledge sharing and continuous learning within the IT Department.
• Develop and maintain the approach for the design and delivery of comprehensive training programs, based on requirements to enable the successful adoption and utilisation of technology.
• Collaborate with colleagues across IT to prioritise and address problems efficiently, defining and monitoring KPIs to measure the effectiveness of problem and knowledge management.
• Lead on training and guidance to IT staff and stakeholders on problem management and knowledge management best practices.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.

Ideally you will have:
• Significant experience in ITIL Problem Management within an ITIL focused support environment.
• Experience of developing and implementing a strategy to establish and embed a problem management function within IT.
• Proven track record of success in IT roles within a large organisation with extensive operational scope.
• Experience of working collaboratively across team boundaries in a large organisation to effect change and drive improvement to meet customer needs.
• Up-to-date knowledge and understanding of IT hardware and software with the ability to apply this to troubleshoot and investigate complex technical problems from first principles.
• Proficiency in using training software and e-learning platforms.
• Ability to define and monitor key performance indicators, analyse data, identify trends and areas for improvement.
• Experience of developing and delivering training programmes, including tailoring training content to different audiences and skill levels.
• Higher level certification in ITIL or related disciplines