Job Introduction

Job Title:  ICT Problem Manager - Ref: YHG/TP/11849/768

Salary Banding:  £42,000 - £52,500, per annum

Job Location:  Birchwood, Warrington

Contact Duration:  Permanent

Hours (weekly):  35 per week working Monday to Friday between 8am and 5pm

Are you looking for a role that allows the autonomy to lead as the subject matter expert within problem management?

There’s a lot of great things happening at Your Housing Group making it a good time to join the business and get involved. We are currently implementing significant investment into Digital and Organisational transformation and our ICT Team is growing and evolving significantly.

Due to this, there has been an internal promotion meaning we now have an opportunity for a capable Problem Manager to join our collaborative ICT function and focus on managing and resolving major incidents and problems, along with improving/reporting on Critical Success Factors (CSF’s)

Reporting to the Head of Service Delivery, you will work closely and collaboratively with the Change Manager, Service Desk, Technical and Applications teams to develop and embed proactive and reactive systems of root cause analysis and resolution.

As Problem Manager here at YHG, your objective will be to create technical stability and significantly reduce the volume of recurring incidents affecting our infrastructure and business systems.   You will be responsible for owning the Problem Management process end to end, ensuring strong communication of both of identified root causes and successful permanent solutions to increase confidence and assurance from our business stakeholders.

If you have a majority of the following experience, we would really like to hear from you:

• Problem Management experience in liaising with and directing technical teams in identifying the root cause of Incidents identified within Your Housing Group
• Knowledge of Problem Management techniques (e.g. Kepner Tregoe, The 5 Why’s, Ishikawa) used to drive Problem backlogs down
• Experience of increasing team knowledge and efficiency of Problem Management knowledge
• Previous ownership/development of the Problem Management process
• Exposure to IT Service Management tools (e.g. Service Now, Zendesk, Remedy)
• Service Management reporting (Problem Management reporting & Incident Trend reports)
• ITIL Foundation V3 qualified (Practitioner track or qualified highly desirable)
• Experience in liaising with 3^rd Party suppliers to progress Problems falling out of scope of Your Housing Group
• Technical awareness of modern technologies (Cloud, Virtual and Active Directory)
• Experience in using Service Desk management software for managing incident, change and problem management/resolutions
• Excellent communication skills at all levels
• Excellent attention to detail
• Able to work under pressure to meet deadlines

In return we offer a competitive salary of £42,000 - £52,500 (dependant on experience) Plus a great benefits package including – Flexible working, 25 days holiday plus all bank holidays, (plus an option to buy further holidays), pension (matched up to 8%), Life insurance, medical benefits scheme subsidised gym memberships and discounted shopping vouchers /Half price cinema tickets.

In addition to the above you will embrace the culture of continuous improvement to support Value for Money throughout the organisation and have a passion for doing things right first time.

Your Housing Group is a new generation of housing provider, working efficiently and effectively to build as many quality houses as possible, thereby playing its part in solving the national housing crisis. With over 28,300 homes across the North West, Yorkshire and the Midlands, the business has a large portfolio of retirement living developments and an innovative private rental offer in Nuvu.

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.   

Closing date: 18th March 2019                      

Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for tenants or anyone who resides in a Your Housing Group property.  It also operates the scheme for any applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the role profile will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified. 

Your Housing Group