Warwick - Problem Manager-00049422 Description Problem Manager Location: Warwick Salary: £22,000 - £27,000 The goal of the Problem Manager is to deliver an ITIL process to client satisfaction, whilst maintaining and improving the robustness and cost effectiveness of the shared service model. The Problem Manager is responsible for delivery of the ITIL Service Management process for a given service. The individual will coordinate a client focused delivery of Problem Management from the associated technical, Service Delivery, and Project Delivery teams, ensuring a cohesive, high quality service is delivered to the client. The Problem Manager is responsible for working closely with a client aligned team to deliver a seamless service involving monitoring, managing and prioritising calls for a given service. The role requires the Problem Manager to build and establish a close working relationship with the Client, Internal Domains and Service Delivery Managers (SDM) across multiple locations. Key Responsibilities Responsible for the delivery of Problem Management for a given service Working closely in a client focused team to provide a Service Management point of contact for the Delivery Centre on the service including the offshore SM teams Perform an operational Service Management hands on role including: - Monitor, manage and prioritise Problem records ensuring service levels are maintained and eliminating backlogs - Perform reactive and proactive Problem Management activities - Monitor progress of MIR actions - Identify incident trends and manage to root cause resolution - Coordinate work efforts by domains for Problem Management - Input into Service Reporting including, daily, weekly and monthly Service Performance Reports (SPR’s). Identify, investigate and resolve client Service Management issues e.g. ensuring quality of information in records are high and issues are managed or escalated promptly Work closely with the Client SMC to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost Promote services to demonstrate best practices Act as backup to other team members for given service and have sufficient knowledge to cover effectively on their Service Management process Achieve Key Performance Indicators (KPI’s) targets set by the Delivery Centre Participate in client and/or Accenture meetings as required Qualifications ITIL practitioner in Problem Management An excellent working knowledge of the ITIL Problem Management processes in an IT service delivery environment Proven track record in Problem Management delivery Good understanding of ITIL Processes, tools and related activities Excellent organisation skills Excellent verbal and written communications skills Good accuracy and attention to detail Quality driven and customer focused Ability to work under pressure Good Negotiation and influencing skills Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With more than 175,000 people in 49 countries, the company generated net revenues of US$19.70 billion for the fiscal year ended Aug. 31, 2007. Its home page is www.accenture.com. Accenture is an equal opportunities employer. To assist us in maintaining this please ensure you omit your date of birth information from any details you submit. Job Infrastructure/IT Admin and Support Primary LocationUnited Kingdom-Warwick Other Locations Organisation Outsourcing for Accenture Clients (Services) Schedule Full-time
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