ITSM - Major Problem Manager

Summary: The ITSM - Major Problem Manager role requires a seasoned professional with over 7 years of experience in ITIL Service Management best practices. The consultant will oversee service control and operations, ensuring compliance with industry standards while managing various service management processes. This position is fully remote and involves collaboration with client stakeholders and internal teams to enhance service delivery and address escalations effectively.

Key Responsibilities:

• Ensure process compliance across different service management processes like incident Management, Change and Release Management, capacity management, availability management, CSI, problem management, asset and configuration management.
• Overall process ownership by collaborating with all resolver teams to ensure service management process adherence like reduction in ticket hoping, ageing ticket analysis etc.
• Working closely with client stakeholders to capture their expectations and ensure delivery centre teams delivers according to client and process expectations working closely with leadership.
• Accountable for managing client escalations in service management areas
• Ownership of team schedules and rosters for service management process staffing
• Ensure communication and ongoing updates through dashboards for infrastructure health and process compliance
• Engage teams members across different platform and also cross training to ensure primary and secondary accountability
• Conduct regular trainings/sessions for process updates or new hire orientations
• Ensure quality of service management delivery by setting up daily/weekly checkpoint with operations team members for reviewing and tracking progress on incident, change, service request, problem, risk, audit etc.
• Training need identification and compliance to ensure competent staffing for service management areas.
• Document and review client engagement risk with internal and client stakeholders and track progress on remediation plans.
• Ensure client agreed reports and created and published on agreed frequency with accurate information.

Key Skills:

• Minimum 7 years of relevant experience in ITIL Service Management best practices.
• Strong knowledge of service management processes including incident, change, asset, and configuration management.
• Excellent communication and stakeholder management skills.
• Ability to manage client escalations effectively.
• Experience in training and cross-training team members.
• Proficient in creating and publishing reports.
• Strong analytical skills for ticket analysis and process compliance.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT