ITIL Process Manager at Fuse Universal

The Role

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

Problem Management

• Responsible for ensuring that the Problem Processes are fit-for-purpose, effective, efficient and that the processes supports service delivery according to customer requirements
• Responsible for integration with other various organisational processes, eg incident management and product design
• Responsible for managing the process on a day-to-day basis and the governance to ensure the process is used correctly
• Responsible for all reporting activities
• Responsible for ensuring the quality of the Problem management processes
• Responsible for input into the ongoing administration & configuration of the ITSM toolset to support the Problem management process.
• The reduction of repeat, recurring, preventable incidents and the improvement to availability and reliability of services.
• Responsible to update and maintain the Known Error database, Workarounds and the Problem Records in JIRA

Change Management

• Responsible for ensuring that the Change management process is fit-for-purpose, effective, and that it improves the quality of service delivery according to customer requirements.
• Responsible for interfaces of the various change management activities across the Prod/Tech teams to other processes and teams
• Responsible for managing the Change process on a day-to-day basis and the verification that the process is used correctly, and that all documentation is kept up to date
• Responsible for ensuring the quality of the process and achievement of identified critical success factors, metrics & reporting, that align with the overall business goals
• Responsible for liaison with the administration & configuration of the ITSM toolset to support the ongoing process development and management.
• Support and be involved in testing activities before and after the implementation of changes.
• To ensure all Changes are appropriately authorised, scheduled, recorded, tested, deployed and reviewed.

Requirements

• Educated to degree level (or equivalent) with ITIL certification at foundation level or higher, with an excellent knowledge of IT service management principles is required
• A core understanding of the Change and Problem management processes
• Experience of Change and Problem management within a dynamic fast paced environment.
• Effective written and verbal communication skills to facilitate presentation of investigations, concise report writing and liaison across multiple diverse teams.
• Experience of working with ITSM support and reporting tools at an administrative level
• Excellent organisation, analytical and problem solving skills.
• The ability to deliver service and process improvements across the organisation through implementation and management of Continual Service Improvement across the support function

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!