Problem & Service Reporting Manager - New Works, United Kingdom - Virgin Money

Virgin Money
Virgin Money
Verified Company
New Works, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Business Unit:
IT Operations


Salary Range:
Up to Circa £67,000 per annum DoE


We're at our best when we have something to drive us forward, a belief that underlines who we are and what we do.

Our Purpose.

We want to make people happier about money - and that idea starts with every single one of us here at Virgin Money.

Feeling InsatiablyCurious about your next adventure? You might have just found it.


We're looking for an experienced Manager to join our multi-disciplinary team to deliver processes & procedures to prevent incidents & problems resulting in service degradation from those occurring, supporting the elimination of recurring incidents, minimisingthe impact of incidents that cannot be prevented and removing the manually people intensive processes used by colleagues.

The Service Reporting team are there to provide detailed analysis using various tools e.g. ServiceNow to help inform where we relate Serviceto the rest of the Bank.


What do YOU get when you join Virgin MoneyRed Hot Rewards of course

  • 38.5 days annual leave for all colleagues (including bank holidays and pro rata if parttime).
  • Up to five extra paid wellbeing days per year.
  • A 35 hour working week.
  • 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
  • Market leading Pension.
  • Private Medical Insurance.
  • Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness.
  • A digitalfirst colleague experience.
  • Ability to work anywhere in the UK (where the role allows).

All these benefits are available to colleagues from their first day. Have we got your attention?


You'll lead a team of Problem Managers & Service Reporting Analysts to provide first class support utilising ITIL Problem Management techniques, providing support for VM's IT Systems whilst developing & maintaining operational processes for Problem Management& Service Reporting.

This will include ensuring the team's compliance with these procedures, driving towards a resolution for all problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.

Service Reporting will require thinking around how to shape the reporting for all levels within the Bank ensuring a single version of Service truth to all Business & IT areas.


Day to day you'll:


  • Create & embed a new Problem Management process following ITIL principles and methodology that will flow into the existing Major Incident Management & Change Management processes. This includes implementation, education & effective adoption across the widerIT & Business communities.
  • Actively lead a team of Problem Managers to ensure management of Post Incident Reviews (PIRs) and problem records related to major service incidents, to ensure effective and timely understanding of the root cause of incidents utilising both the Problem& Incident Management processes, working with technical resolver teams and Service Managers to agree the appropriate actions to protect service & stop further recurrences.
  • Review & redefine Service Reporting across IT & Business, focussing on current core platforms with a view to the future strategy of First Digital Bank embracing cloud technologies. Key to this will be utilising ServiceNow as a single version of the truthacross all areas.
  • Lead a team of Service Reporting Analysts to create reports detailing analysis of all service impacting incidents & problem records which can then be shared with both IT and Business areas as well as being understood by the executive.
  • Be a coach and mentor to get the best out of your team and be accountable for managing & motivating others to ensure quality of service to Customers & Stakeholders.
  • Manage resource & risks using expert judgement, knowhow & experience.
  • Provide timely updates to IT and business stakeholders on incident root cause status, the final agreed service (Customer & Business) impact and accountability of actions/timelines within the PIR to restore service through the appropriate communication channels.
  • Run and document Post Incident Reviews (PIRs) with root cause and agreed actions and actively track these actions to completion aligning accountability to the Resolver Groups to ensure we minimise the occurrence of repeat incidents to help shape and informhow to manage the team undertaking the PIRs on a d2d basis.
  • Undertake third party engagement via relevant Problem Management processes and Service Reviews.
  • Integrate Problem Management & Service Reporting with other functions within CIO, ensuring that resolver teams understand the Problem Management process and their role, accountabilities & responsibilities therein.

There are a few essentials you need to bring:

  • Problem Management experience and ITIL certification.
  • High level understanding of Problem Management & Service Reporting processes.
  • Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
  • Strong organisational & communication skills.
  • Experience of Partner engagement through incidents, Post Incident Reviews and/or Service Reviews.
  • Tenacity, resilience and flexibility.
We really need you to have the skills and experience listed in the section above, but please don't let that put you off applying, we'd love to hear from you

**Inclusion at Virgin Money
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