Problem Manager

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Problem Manager

We're Kingfisher. You might know us as B&Q, Screwfix, Castorama, Brico Depot or Koçta?. We're made up of over 78,000 passionate people, call over 1,300 stores home and operate in 8 countries. That's right, we're big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And hopefully that's where you come in.

As a Problem Manager you will contribute to the improved availability of IT services and the reduction of service Incidents. Working with teams across Kingfisher you will support with identifying root causes, fixing these issues, and removing problem records.

We are adopting a Hybrid working approach with this role being 2 days a week in our Southampton Office and 3 day remote. For Lille, A normal working week is expected.

Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service delivery

Analyse Incident and Problem trends to identify existing and potential impacts to service

Lead Root Cause Analyses in support of Incident and Problem objectives

Own or oversee Service Improvement and Get Well plans to ensure agreed actions are managed to completion

Develop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefits

Ensure that the IT Problem Management process and tool(s) continue to meet the needs of the organisation, identifying and recommending required improvements and providing advice and guidance to process users

Conduct regular review meetings to underpin the efficient and effective use of Problem Management by IT and third party support teams

Provide summary reports and recommendations to Service Level Review meetings with business representatives

Carry out administrative support of Problem records to facilitate the process as necessary

The role collaborates with and influences the following areas:

Service Desk and Incident Management

In-house and third party support teams

Business users/reps

Other ITSM processes (e.g. Change, Risk, Service Level Management)

Senior IT Services management

ITIL certification at Foundation level. Problem Practitioner level a bonus

Experience of operating in a similar role

Comfortable operating within a technical environment and purely business context

Knowledge of and experience in applying Root Cause Analysis methods

Excellent verbal and written communication skills, including report writing

Able to articulate sophisticated issues accurately and concisely

Strong influencing and negotiation skills

Ability to manage and prioritise multiple workloads in line with business and KITS needs

Excellent organisational / project planning capability

A logical, pragmatic and creative approach to problem solving with the ability to interpret detailed business and technical information

Can understand business impact and prioritise accordingly

Hands-on experience of ITSM toolsets, report generation software and MS Office suite

What we can offer you -

Competitive salary and employee benefits including -

Company bonus, award-winning pension scheme, discount at B&Q and Screwfix, Bupa healthcare (up to family cover)!

This is an exciting opportunity to join our global business. In return, we provide an inspirational working environment, a great benefits package and opportunities to stretch and grow your career. Interested? Great, we can't wait to hear from you!

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