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Problem Manager

Spinwell Global Limited
Closing date
7 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Role: Problem Manager REF 59352

Contracting Authority: Central Government

Contract Length: Until 31.03.23 - likely to be extended

Location: Basingstoke/Corsham

IR35: Inside

Pay Rate to Intermediary: £549.90 per day

Security Clearance: DV and Sole UK National


Managing the lifecycle of all Problems.

* The primary objective is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

* Maintain information about Known Errors and Workarounds.

* Proactive Problem Identification

* Improve overall availability of services by proactively identifying Problems. Proactive Problem Management aims to identify and solve Problems and/or provide suitable Workarounds before (further) Incidents recur.

Problem Categorization and Prioritization

* Record and prioritise the Problem with appropriate diligence, in order to facilitate a swift and effective resolution.

Problem Diagnosis and Resolution

* Identify the underlying root cause of a Problem and initiate the most appropriate and economical Problem solution. If possible, a temporary Workaround is supplied.

Problem and Error Control

* Constantly monitor outstanding Problems with regards to their processing status, so that where necessary corrective measures may be introduced.

Problem Closure and Evaluation

* Ensure that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.

Major Problem Review

* Review the resolution of a Problem in order to prevent recurrence and learn any lessons for the future. Furthermore it is to be verified whether the Problems marked as closed have actually been eliminated.

Problem Management Reporting

* Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds.

Operational Service Management

* Development and review of Service Management Framework and mandatory rules to inform suppliers on how we expect them to collaborate, interface and integrate with SIAM processes.

* A robust repeatable approach (learning lessons from OSM Service Centre) to enable a consistent framework onboard and off board suppliers to and from the OSM.

* Governance - ensure the boards are up and running to enable service and supplier transition, support transition managers when required.

* Communications, engagement across DD, setting out requirement and expectations as part of the onboarding of the new supplier, Engagement with GOSCC, SOC and SMOps.

* Ensure the authority is aligned to the common set of Authority SIAM policies and processes i.e., Major Incident, Planned outages

* Establish Authority Tiger Teams / MSPs in the event of a major issue/complex problem.


* Have recent experience (12 Months) of providing leadership of people, business change programmes and service management in particular problem and incident management.

* Have experience of providing live service support and technical guidance to a broad range of stakeholders including Programme Governance Boards, Programme Suppliers, Technical Design Authority, and Solution Architecture, preferably in a Defence setting.

* Have experience of wider ITIL Service Management functions and working with cross tower suppliers, industry partners and wider service delivery organisations across client and OGD to:

* Co-ordinate, resolve and review incidents

* Proactive/reactive problem management which includes classification, prioritisation and initiation of action, document of root causes and implementation of remedies to prevent reoccurrence.

* Support impacting requests for change to determine appropriate engineering solution following defects/problem identification

* Experience of leading business change activities in support of operational Service management as defence commences on its journey of its new Above Secret OSM.

* Conduct and review of service management and technical assurance of supplier designs and processes and any residual problems/defect before commencing live service.

* Experience of supporting testing and trialling activities of new service management processes as new services transition from an Agile perspective.

* Strong communications, required in the event of major incidents, maintaining communication channels with all key stakeholders and users and ensuring appropriate and timely comms are released to all necessary parties.

* Experience of OSM Problem management processes.

* ITIL Foundation V3 or V4

* Good knowledge of Office 365

* Agile Safe Foundation Trg

Applying to this or any other vacancy advertised by Spinwell Global Ltd constitutes an agreement for Spinwell Global Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which they will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us
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