Problem Manager - ITIL

Operations Problem Manager£30KHybrid home and Cardiff office basedMon - Friday standard office hours 37.5 hours per week.Purpose of RoleResponsible for ensuring that the business operates to ITIL standards within its Service Desk Operations and wider operations, implement and maintain problem management standards, processes, and policies. Lead problem management analytics, reporting and meetings and resolutions with colleagues and customersMain Tasks and ObjectivesTo perform an initial ITIL gap analysis, produce a plan and implement actions to address areas of improvement. Develop a culture of ITIL best practices within service operations. Implement and maintain Problem management methodology, process, and policies.Lead problem management within the business and organise cross department teams to ensure consistency in problem identification and reporting.Lead customer interaction in relation to problem management working closely with customer facing teams.Define Service catalogue and ensure it is reviewed and updated periodically.Service design, design and document the client''s new and existing services through process documents and visuals.Implement - Review and update service transition processes and ensure best practice adherence.Continuous Service Improvement (CSI), review data and identify areas for continuous service improvement. Develop Problem management and business information dashboards and reporting.Work with internal and customer technical teams to define ..... full job details .....