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Job title: Product and Problem Manager
Location: Corsham (2 days per week) and remote
Start Date: ASAP
End date: 12 months
Inside IR35
Hours per week: 37.5
Vetting Level: DV Clearance preferred / SC Clearance possible (UK nationals only)
Job Description
Product and Problem Manager
The role: Deliver the following service components ensuring they are delivered within Quality/Cost/Time requirements, identifying and using the best delivery methods.
1. Support Senior Product Owners for FN products (e.g. WAN, LAN, Wi-Fi, Broadband, Gateways CAS etc) through from discovery through to disposal, integrating the products with other services ensuring Value for Money and continued service to the end user;
(a). Support FN with developing expert skills in and knowledge of product management techniques. helping FN manage and visualise outcomes, prioritise work whilst adhering to the minimum viable product and scope.
(b). Identify when to move from one phase of the product life-cycle, engaging with Asset Managers, Network Architects, Security, MSPs, OSM and other key stakeholders as appropriate. Developing business cases considering user needs as appropriate to support.
(c). Support FN Senior Product Owners to develop/maintain operational processes for running and maintenance of products working collaboratively with OSM, user representatives and MSPs and other key stakeholders throughout the product life cycle.
(d). Analyse current processes taking feeds from numerous sources, such as the service desk etc, with the aim of identifying and implement opportunities to stop incidents such as regular service outages recurring and to optimise and deliver service improvements where appropriate.
2. Liaise with key stakeholders, including but not limited to DD Operational Service Management (OSM) team, MSPs, DD Incident Management team , DD Problem team and user representatives to investigate, resolve and anticipate problems impacting on FN services, performing root cause analysis to minimise adverse impacts of errors.
3. Represent FN at weekly CAG and S-CAG to discuss the provision of FN services incident/problem management and upcoming outages to service including both user-impacting and non-user impacting occurrences.
4. Engaging with stakeholders to consider Product TLMP impacts and engage FC Project Integration Office, to inform decisions related to prioritisation and minimum viable product by using analysis led insights.
5. Develop, coordinate and update as and when required the TLMPs in support of FN Senior Product Owners, engaging with Asset Manager, Business Managers and user representatives as appropriate.
6. Provide Product Management and service perspective for MSP delivered services and IAs FN Product TLMPs in support of FN Senior Product Owners. Engage with stakeholders including but not limited to Asset Managers, Business analysts, Network Architects, Security, MSPs, OSM and other key stakeholders as and when appropriate in support of FN products throughout their life cycle.
7. Act as a point of contact and for escalations when required for all FN requirements, liaising with stakeholders, MSPs and SMEs as appropriate.
8. Provide regular and ad hoc reporting into Fixed Networks, Fixed Connectivity and wider Defence Digital project governance cycles:
(a) providing progress updates and escalations as appropriate;
(b) attend FN and Defence Digital Service Delivery governance boards or other stakeholder boards/meetings as directed.
9. Provide Subject Matter Expertise to support service deliveries and input into NGCN.
Requirements:
Availability and capacity management. You can manage service components to ensure they meet business needs and performance targets.
Community collaboration. You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it's effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks' with the team, and help to stimulate the right responses.
Continuity management. You can manage the runbooks for service continuity. You can manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event.
DDaT perspective. You can demonstrate a working understanding of design, technology and data principles. You can understand the variety and complexity of users' digital needs, and how the product will meet those needs. You can show an awareness of assisted digital support and can explain why it's important. You can design services and make decisions to meet user needs.
Financial ownership. You can understand the marketplace. You can realise the benefit of a product and persuade others that it's the right one to use. You can integrate a product with other services. You can ensure that products get used. You can realise benefits by linking work in progress back to the business case. You can build business cases based on user needs.
Incident management. You can take part in or lead the investigation and resolution of incidents.
Life cycle perspective. You can recognise when to move from one stage of a product life cycle to another. You can ensure the team is working towards the appropriate service standards for the relevant phase. You can manage the delivery of products and services at different phases.
Operational management. You can design operational processes for the running and maintenance of products or services throughout their product life cycle. You can redesign operational processes, amend existing processes, and plan and put into operation the stages of a new product or service development. You can act as the escalation point for operational issues and can fix complex operational issues. You can overcome operational constraints to deliver a successful product or service. You can work closely with operational delivery teams in digital, data and technology (DDaT).
Problem management. You can ensure that the right actions are taken to investigate, resolve and anticipate problems. You can co-ordinate the team to investigate problems, implement solutions and take preventive measures.
Service focus. You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
User focus. You can understand and define research that fits user needs. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritize and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.
Working within constraints. You can identify, communicate and work within constraints. You can challenge the validity of constraints. You can ensure standards are being met.
Company information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for [role] looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
