Problem Management Lead 7 views

Reporting to the Service Assurance Manager, providing effective, efficient and customer centric problem management, including the maintenance of policies, processes, procedures, and standards in support of User Services and DVSA objectives and strategy.

The purpose of the Problem Management Lead role is to continuously drive forward and minimize the adverse impact of incidents and problems on the business caused by errors within the IT Infrastructure.

The Problem Management Lead will assist with enhancing the reputation of IT by helping with reducing the volume of incidents being raised from reoccurring issues. (both proactive and reactive) across the technology estate, coordinating the necessary activities to ensure problem resolution in a timely manner, minimising the adverse impact on business operations and implementing problem remedies to prevent future incidents.

The Problem Management Lead ensures a coordinated cross-team effort, managing escalations, and communications across all parties. The role is also responsible for conducting reviews following the resolution of major incidents or problems to contribute to the delivery and operation of high-quality services through which business objectives and goals are met.

A key aspect of the role to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external.

Responsibilities include but are not limited to: 

• Responsible for ensuring that the Problem Management activities across a portfolio of services within DVSA delivered services are maintained and followed.
• Responsible for ensuring that all MIR (Major Incident Reviews) are held and discussed to ascertain what went well, what could have been done better and highlight any outstanding actions.
• Responsible for co-ordination of multiple system teams, assisting with diagnosing and resolving problems.
• Direct line management responsibility.
• Identify and address team or individual capability requirements and gaps to deliver current and future work.

Please see the Candidate Pack attached to this job advert for more information about the role and responsibilities.

About you

The successful candidate will have extensive experience and in-depth knowledge of problem management processes, systems, and tools. As well as a demonstrated proficiency with the ITIL framework and a strong understanding of industry best practices.

You must have strong communication skills for effective coordination with teams and stakeholders, coupled with the ability to lead and inspire teams in high-pressure scenarios, ensuring alignment of problem management activities with customer needs and expectations.

As well as proven experience in developing and implementing processes, with a strong track record of monitoring their effectiveness and driving continuous process improvement.

You will need great problem solving and organisational skills. Strong analytical abilities, in developing and implementing solutions to prevent recurrence of incidents. coupled with strong organisational skills to manage multiple tasks and teams simultaneously.

You must have or be willing to work towards your ITIL V4 Foundation and ITIL 4 Practitioner: Problem Management qualifications.

Additional Information

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Regular travel to Swansea, at least once a fortnight with potential overnight stays will be required. Other travel around the country may also be required.

This role can be based in Swansea, Nottingham, Bristol, Newcastle or Leeds. Your presence at one of these locations will form part of the working arrangements agreed with you. This role is suitable for hybrid working, and therefore a combination of workplace and home-based working can be accommodated subject to business requirements. Hybrid working is a non-contractual arrangement where employees have the flexibility to work remotely combined with a minimum of 60% of their working time a month at either their principal workplace (one of the locations cited in the advert) or, when required for business reasons, to carry out separate duties at alternative working locations or DVSA sites. There may be occasions where you are required to attend above the minimum expectation.

If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder (see advert for contact details).