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Problem Management Manager

Employer
Legal & General
Location
Hove, East Sussex
Salary
Competitive
Closing date
2 Aug 2019

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Sector
Finance
Contract Type
Permanent

Job Details

Problem Management Manager

Company Info

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

Department Info

From HR and Digital teams through to Group Finance, Risk and Corporate Comms – our Group function support our businesses across the UK and abroad. Delivering essential services and activities that have a real impact on our business and our customers lives, we enable our people to do what they do best, contributing to delivering a great customer service, profitability and strategic growth.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Job Duties

Create, implement and own a Problem Management process to the organisation ensuring our Vendor’s are compliant and adhere to the process.

Work closely via Matrix Management with The Third Party Provider Technical Teams to ensure problem resolution actions are carried out effectively and in a timely manner. Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

Create agreed action plans with clear deadlines and be accountable for the delivery of those plans. Produce clearly written post incident documentation within the agreed timescales

Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager and/or relevant Support Teams.  Working with The Service Improvement Manager develop business cases to seek investment  to resolve ongoing issues and put recommendations in place to prevent these issues from occurring again.

Enable continual service improvement through the use of innovative techniques to understand both emerging trends and potential spikes in activity, allowing Group IT and suppliers alike to carry out both remedial activities and take preventative measures and deliver a better customer experience for the L&G team

Interface regularly with Incident & Change Management to ensure seamless hand offs

Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve.

Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.

Manage, motivate and develop employees at all levels, in a manner that is consistent with the Company’s policies and procedures the including Partnership Agreement, to maximise the performance of the area.

Qualifications:

  • ITIL Certificate in Service Management V3

Knowledge:

  • Demonstrable experience of running similar sized teams/operations in last 2 or 3 career moves in problem management
  • Understanding of data capture, reporting frameworks and tools
  • Knowledge of IT outsourcing activities in a managed services environment

Skills:

  • Communicating complex multi-faceted data and sensitive information to business users, senior stakeholders, suppliers and the wider user community in simple to understand reports
  • Identifying new and alternative improved approaches to performing analysis and reporting activities
  • The ability to analyse processes and information and assess the potential opportunities for service improvement
  • Use of automated systems to support specific business functions or processes as well as Service Management toolsets
  • Supplier relationship management, negotiation and conflict management skills

Benefits

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com

Company

At Legal & General, we are so much more than your typical finance business. Today we are a builder, insurer, investor, landlord and city regenerator. Tomorrow? Who knows? Whether you are into numbers, digital, data or people, we offer a wide range of opportunities that will take you on a journey that is anything but familiar.

What's the best thing about working at Legal & General? In addition to being part of a business that enables you to have impact and career progression, you get to actively drive change that matters. From addressing our climate crisis and supporting our ageing population to tackling our affordable housing shortage, you will be able to actively participate in driving societal change. At the same time you will be given the opportunity to grow and enjoy our excellent benefits offering while being part of a team of straightforward, collaborative and purposeful individuals that make your actions and ideas come to life in exciting and meaningful ways.

So take a closer look. Get involved. Be curious. You may be surprised!

Click below to find out more about us:

Company info
Website
Telephone
01273 375 524
Location
Pod 6, Ground Floor
The Droveway, City Park,
Hove
Sussex
BN3 7PY
GB

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