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Fuse Universal is unique: A next-generation, mobile-first solution that has turned Learning & Development on its head. By putting business outcomes front and centre stage, Fuse lets companies build a culture of continuous learning that delivers measurable business results.
This management role will see you leading the ongoing development of the (ITIL based) Change and Problem management processes, required for the organisation to mature towards industry best practice standards.
Working with the ITSM and Support team to implement the core process activities you will be the Process Owner and Manager for both Problem and Change. With a remit to mature the recently introduced Change and Problem management process activities. Change management includes (but is not limited to) processing all Requests for Change, running the Change Advisory Board (CAB) meetings, documenting the Standard Changes, liaising with Incident, and Release management colleagues to ensure a practical, aligned approach to managing changes in the production environment. You will be responsible for the approval, scheduling and coordination of the changes and the communications required to support them with all key stakeholders. Problem management includes (but is not limited to) Problem process activities (Identifying, Logging, prioritising, resolution management,) outputs, metrics and reporting. The process is currently relatively new with baseline processes defined and documented with key stakeholders and metrics however it is focussed primarily on reactive Problem Management which needs to be further embedded and matured, now this role requires someone who can help to develop the proactive elements of the process.
As Process Owner you will be responsible for the ongoing governance and improvement of the change and problem processes to ensure the effective management of risk. You will need to develop clear measures and key performance indicators to ensure adoption across teams and be able to demonstrate improvements to service.
With previous experience in an ITIL based environment, you will also be required to share best practices and educate the internal organisation to help improve the overall customer experience. You will report directly to the Director of Operations & Support.
What You’ll Do
If you are a passionate process manager with a good eye for detail, and think you have the skills, drive and talent to help us build our team and product, we’d really like you to come join!
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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