Lead Problem Manager

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What we're looking for:

Are you a Lead Problem Manager and eager to join our Service Operations team at Direct Line Group? We are looking for an experienced, robust and hardworking self-starter with gravitas to take ownership of all Problem Management.

You will lead our team to new heights and contribute to the success of our department and business overall!

Who you'll be working with:

Nobody wants things to go wrong but when they do, Problem Management work to understand the root cause and identify ways to protect our business, improve stability and address wider learning. We are there to take control and collaborate across our supply chain to document and address findings as quickly as possible.

You will lead three Problem Managers through an exciting period of transformation at DLG as we work to further improve our technology systems for our colleagues and customers.

What you'll be doing:

Taking charge of a successful team and continue our maturity journey; lead, support and build the team as individuals and a group.

Exhibiting an energetic attitude focusing on the stability of our services. Direct and coordinate the Problem Management process ensuring it is executed effectively and consistently so that problems are addressed.

Ensuring end to end processes are performed with appropriate control, measurement and governance.

Supporting Incident Management by providing assistance during major incidents when necessary as well as actively working on the on-call rota for out of hours Incident Management.

Building positive, open and constructive relationships with key partners across Technology Services, our business and supply chain.

Delivering to exceptional standards in a fast paced environment and negotiating through difficult situations to reach successful conclusions.

Utilising your experience of working within a multi-vendor, outsourced environment with complex infrastructure to steer progression and closure of problem records.

Contribute to the design and development of Problem Management processes, tools, templates, documents and reports.

Providing education, guidance and support, to ensure adoption of, and adherence to Problem Management processes across the organisation.

What we'll give you:

Come join us and you'll find yourself in the middle of one of the most on-the-go teams in the business, with autonomy and exposure to industry leaders on huge household brand names. We're always encouraging internal development and you'll have access to loads of learning opportunities, events and conferences to build your industry knowledge.