Delivery/Problem Manager ITIL

KEY ESSENTIAL SKILLS

Extensive experience of a Service Management role (particularly Problem Management) within Investment Banking - IT experience within Banking - Proven track record in implementing ITIL processes and procedures.

ROLE:

The PROBLEM MANAGER will be responsible for delivery & stability of production services across the all International Business units and in particular:

- The management of and the point of contact for all PROBLEM, RELEASE MANAGEMENT within International regions and where required, SA based support teams
- To manage and validate all REGIONAL INCIDENT, PROBLEM AND CHANGE MIS
- Working with 1st, 2nd and 3rd line IT support teams, project managers and architecture teams to ensure necessary controls and procedures are defined and executed throughout the application life cycle, particularly in the areas of Release and Change management.
- The role is independent of direct reporting lines for project and support teams and reports direct to IT EXCO members on major issues

RESPONSIBILITIES

PROBLEM/INCIDENT MANAGEMENT - REGIONAL

- Own, manage, communicate and report on all major incidents
- Undertake problem reviews and assist Support Managers to ensure actions are managed to completion and improvements captured.
- Provide management reporting and trends on problems and incidents to a high standard along with common practice.
- Develop and implement plans to remove preventable incidents and near misses within critical applications.
- Capture and analyse performance data and identify weaknesses to drive improvements.
- Facilitate escalation and issue resolution with to upstream/downstream teams eg infrastructure/Batch ops/international support teams.
- Develop/review KPI, KRI and SLA's and use this data to identify weaknesses and drive IT improvements

CHANGE MANAGEMENT - REGIONAL

- Own Change Management process and ensure all changes have the required approval
- Act as 'production guardian' for all changes that could impact PLC and ensure the required approval is provided.
- Assesses emergency change requirement and ensures full approval
- Work with SDM's on building a forward schedule of change across PLC
- Presents management reporting on change status, success criteria and emergency change

PROJECTS

- Awareness of all PtO's that could impact PLC and ensure FSC is updated accordingly
- Provide Service Delivery governance is adhered to

SERVICE IMPROVEMENT

- Initiate and manage service improvement programmes with SDM's based upon MIS ad ongoing incidents

ESSENTIAL EXPERIENCE AND QUALIFICATION:

- Extensive experience of a Service Management role within Investment Banking institution covering end to end support.
- ITIL Foundation
- Educated to degree level or equivalent.
- IT within Banking
- Proven track record in implementing ITIL processes and procedures.
- Proven track record of utilising and adhering to ITSM processes ad in particular
- Incident, Problem and Change Management
- Project Governance
- Release Management
- Global mind-set
- Attention to detail
- Results-orientated
- Integrity
- Flexibility

OUTLINE THEBES GROUP:

Thebes Group is a leading IT Infrastructure technology consultancy based in the city of London. Thebes work with a number of leading Vendors, Government, financial institutions Insurance including Investment Banks, Brokers, Hedge Funds.

Thebes Lead by Passion, Driven by Innovation and Dedicated to Results.

Established in 1992, we are a full service provider that is 100% focused on delivering client value. We design, develop and implement leading technology solutions and resources, which help you, run your businesses better.

Thebes currently have an opening within one of their Problem Management Teams.