Problem Manager Professional Birmingham, England
BT Group
Full Time
Birmingham, England
43866 - 51466 GBP ANNUAL Today
Job description
Problem Manager Professional
Job Req ID: 22653
Posting Date: 8 Sep 2023
Function: Business Services & Operations
Location:
Snowhill, Birmingham, United Kingdom
Salary: Attractive Salary + Bonus + Additional Benefits
Working Style- 3 day office, 2 days anywhere.
Why this job matters
We are looking for a Problem management specialist to join our Operational Resilience & Service Management (Technology) division. It acts independently of both the Networks and Digital units.
You will be responsible for managing and operating an industry best practice Problem Management function working across the platforms and services for our Network and Digital products, improving the availability and reliability of these products and delivering the best experience for our customers.
Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. The purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.
What you’ll be doing
- Ownership of Problems (reactive and proactive), by identifying actual and potential causes of incidents, implementing fixes, and managing workarounds and known errors. Contributing to the achievement of the Networks and Digital Operational Excellence scorecard and team KPIs.
- Delivering a best-in-class Problem Management process.
- Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers.
- Chairing stakeholder calls and driving tasks/actions to resolution through strong collaborative behaviours.
- Own, create and manage comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high-risk incidents.
- Focus on the continuous improvement of process and working practices to ensure high performance and value outcomes are delivered.
- You will engage and support the governance and application of best Problem Management practice across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams.
- Supporting the delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals. Holding and continually developing a strong technical and service knowledge of the Platforms that your role supports.
What you'll bring
Mandatory -
- An understanding of the key Service Management functions - incident, problem, and change.
- Business improvement experience including continuous improvement.
- Excellent stakeholder relationship and communication skills.
- Improvement focus - a focus on continuous learning and development in yourself and for your team to improve processes and make things more efficient.
- Analytical skills- to be able to identify problems and drive the appropriate assessments and actions.
Nice to have -
- ITIL 4 foundation level accreditation.
- Strong knowledge of the platform technologies, products and services for your role.
- Knowledge of the strategy and markets for your customers.
- Experience of senior stakeholder management.
Youe Benefits
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
Benefits of working for BT include:
- Competitive salary
- 25 days annual leave (plus bank holidays)
- 10% on target bonus
- Life Assurance
- Pension scheme
- Direct share scheme
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
- 50% off EE mobile pay monthly or SIM only plans
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- BT TV with TNT Sports and NOW Entertainment
- 30% discount for friends and family on EE mobile pay monthly and SIM only plans
Our leadership standards
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
BT Group
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
