Problem Manager

Job summary

Reporting to the DVSA 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 minimise 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.

Job description

Your responsibilities will include, but aren’t limited to:

• 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 building and delivering a suite of MI reports, with the help from Incident Management, to the Service Assurance Manager – includes creation of performance reports, analysing metrics, making recommendations for process improvement as set out in the Problem Management Process to the Service Assurance Manager
• Creates trend analysis reports to proactively identify problems and monitors actions to investigate and resolve recurring problems in systems and services; implement agreed remedies and preventative measures.
• Custodian of all process, policy and working practices used in Problem Management for all services provided by the business. Form a working relationship with business operational teams to ensure continuous high performance and improvements.
• Drive Continuous Service Improvement activities to identify and deliver opportunities to improve process.
• Promote sharing of best practices and knowledge regarding problem management across Tech Services, aligning to the ISO20000 standards.
• Provides supporting information so that Service Managers can hold suppliers/ 3rd parties to account according to contractual obligations about resolving problems and the provision of information and data to restore service.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Communicate with all major internal stakeholders to understand and meet their business objectives.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Essential Qualifications/Licenses:

You may hold or be willing to work towards the following qualifications:

1. ITIL V4 Foundation
2. Knowledge of ISO 20000 standards

You will be required to provide evidence that you hold any essential qualifications/licenses at some point during the recruitment process. If you cannot provide evidence, your application will be withdrawn.

To be successful in this role you will need to have the following experience:

1. The post holder should have experience of working in an IT Service environment.
2. Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement.
3. Experience of people management, both directly and virtually.
4. Strong communication skills both oral and written, Self-motivated and pro-active, with the ability to remain calm under pressure.
5. Understanding of operational environments and experienced in solving complex problems and concepts by gathering and analysing information using comprehensive tools and techniques, using data to formulate plans, and identifying and analysing options to assess feasibility and operational impact.
6. Methodical approach to detail with good analytical skills and work to tight deadline with proven experience of coordinating and engaging extensively with multiple stakeholders at all levels.
7. Experience in problem management as a service operation.

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices will be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Changing and Improving

Benefits

Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions