Tower Lead - Problem Management, ServiceNow (146418)

Job Summary

Key Responsibilities

• Take the ownership to oversee the day to day operations relating to Problem Management Take overall responsibility for Problem Management – receive proactive problem tickets from service providers, coordinate assessment of business impact with Customer and progress tickets to the next stage Ensure cross dependencies across supplier for RCA Submission & Problem Resolution are handled efficiently Coordinate Root Cause Analysis across multiple providers Evaluate and approve recommended solutions to Problems Coordinate production of Requests for Change to resolve Problems Analyse problems and incidents and identify and address trends and problem sources in the end-to-end services Monitor and address issues with the performance of the Service Providers in identifying, reporting and resolving Problems and Errors Perform Major Problem Reviews Consolidate Problem Management reporting across Suppliers Provide guidance to internal and external Service Providers in fulfilling their Problem Management roles and responsibilities. Identify and implement process improvements and ITSM platform/integration enhancements relating to same Ensure Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement Regular monitoring to avoid SLA breach, reduced backlog/ageing, timely submission of RCA Consolidate reports related to Problem Management from all Service Providers Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Problem Management Process workflows Conduct regular trainings for process awareness and improve process compliance Qualifications/Skills: Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve Supervisory skills and the ability to leverage support from other parts of the organization Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level. Understanding of Technologies & ITSM Tool Coordination, negotiation, and persuasion skills