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Your new roleThe Problem Management Lead has two main areas of focus: Practice Ownership and Operational Management. In Practice Ownership, the role is responsible for the governance, design, implementation, and continuous improvement of ITIL practices within the organisation. This ensures that these practices consistently add value by aligning with ITIL best practices and organisational objectives. The role involves leading process development, managing performance, and working closely with stakeholders. In Operational Management, the role involves overseeing the daily operations of the SIAM practice, ensuring the effective integration and management of multiple service providers to deliver seamless IT services. This includes managing operational governance, driving service improvements, and ensuring all service providers meet agreed performance standards. Therefore, your responsibilities include (but are not limited):
- Leadership and Governance: Define and implement ITIL practices, ensuring alignment with organisational goals and compliance with standards.
- Process Management: Design, document, and maintain standardised processes and workflows, ensuring effective communication across the organisation.
- Continuous Improvement: Drive process optimisation and innovation, leveraging industry trends and emerging technologies.
- Service Integration: Oversee the coordination of services from multiple providers, ensuring seamless end-to-end delivery.
- Performance Management: Establish and monitor governance frameworks, SLAs, and KPIs, conducting regular performance reviews with service providers.
- Stakeholder Engagement: Act as the primary contact for stakeholders, managing escalations and facilitating governance meetings.
What you'll need to succeed
- Strong experience in IT problem management and worked in a SIAM or multi-supplier management role where you have designed and implemented.
- ITIL v3/v4 Foundation is required; additional ITIL certifications (e.g., Practitioner, Expert) are highly desirable.
- Broad understanding of ITSM tools and technologies. Experience with cloud-based ITSM solutions is a plus.
- Exceptional client-facing skills, with the ability to communicate complex ideas clearly and persuasively.
- Strong analytical and problem-solving skills, with the ability to quickly assess situations and propose effective solutions.
- Demonstrated ability to lead and manage cross-functional teams, including internal and external resources and client stakeholders.
- Excellent verbal and written communication skills, with experience creating and delivering high-quality documentation, presentations, and reports.
- The ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
What you'll get in return
- 5-Month Contract (with the possibility for extension)
- £450 - 500 per day rate Outside IR35
- The ability to work remotely - UK work eligibility still applies
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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