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Job Overview
* Lead the Problem Management Process through effective co-ordination of root cause investigations and identification of permanent solutions through best practice techniques.
* Mentor the Problem Management Analyst
* Deputise for the Mitie Manager Incident Manager as required, ensuring Major Incidents are managed as per Mitie's Major Incident Management process.
* Deputise for the Service Management Lead or other colleagues as required
* Performs the role of Duty Manager, including as agreed Out of Hours as part of a rota
* Matrix management of people, processes and resources including 3rd parties
* Understanding of Proactive and Reactive maintenance schedules and impacts across interfaces and availability for apps and infrastructure.
* Knowledge of Capacity management across applications and infrastructure
* Change Management and CAB experience
* Knowledge of Transition and Service Introduction
* Sec Ops Tools and interface knowledge
* Infrastructure awareness and application dependencies
* Excellent stakeholder management to Senior level

Main Duties
* Manage the Mitie Problem Management process
* Identify Service Improvement opportunities both within IS and with Business Process/Practice to ensure efficiency and compliance for the Release process and interfacing processes.
* Efficient and effective management of Mitie Releases to all environments following ITIL best practice.
* Work within and manage virtual teams consisting of technical and non technical members to deliver releases on time and within tolerance.
* Liaise with appropriate stakeholders, third parties/vendors and operational teams for the execution of projects as well as planning and delivering proactive and reactive support including: application and infrastructure maintenance & patching, upgrades, migrations, transformation and BAU delivery.
* Ability to be able to quote for project deliverables and manage workload to tight deadlines whilst understanding any potential risk or impacts to services and putting in place mitigation to avoid if possible.
* Ensuring that the project team can deliver the benefits realisation called out from the business case
* Report and escalate to management as needed
* Establish and maintain relationships with third parties/vendorsand other operational teams
* Create and maintain comprehensive documentation and produce detailed plans
* Raise RFC's to high quality to enable efficient and appropriate approvals
* Ensure effective and efficient queue management of tickets and requests as appropriate

What we are looking for
* A seasoned leader
* ITIL v3 Foundation Certificate is desirable
* Extensive Problem Management & Major Incident Management experience
* Extensive experience of working in an outsourced environment
* Ability to work autonomously or as part of a team.
* Knowledge and experience of Solutions architecture
* Experience of delivering stability and Improvements to environments and services
* Knowledge of ServiceNow is desirable
* Proven experience and/or knowledge of different technologies, tools and environments
* Excellent planning skills
* Experience of line and Matrix Management and working within a Matrix organisation.
* Ability to prioritise and execute tasks in a fast-paced environment.
* Ability to work under pressure.
* Ability to innovate and multitask in highly agile environments
* Excellent interpersonal, written and oral communication skills.
* Excellent stakeholder management skills, managing and influencing Stakeholders at all levels.
* Ability to evaluate information gathered from multiple sources, reconcile conflicts and translate high-level information into requirements - and then deliver them.
* Highly self-motivated and focused with a proven ability to manage time effectively.
* Experience of IT governance frameworks and disciplines, such as ITIL etc.
* Current Security Clearance level or Ability to gain clearance via sponsorship through Mitie
* A seasoned leader * ITIL v3 Foundation Certificate is desirable * Extensive Problem Management & Major Incident Management experience * Extensive experience of working in an outsourced environment * Ability to work autonomously or as part of a team. * Knowledge and experience of Solutions architecture * Experience of delivering stability and Improvements to environments and services * Knowledge of ServiceNow is desirable * Proven experience and/or knowledge of different technologies, tools and environments * Excellent planning skills * Experience of line and Matrix Management and working within a Matrix organisation. * Ability to prioritise and execute tasks in a fast-paced environment. * Ability to work under pressure. * Ability to innovate and multitask in highly agile environments * Excellent interpersonal, written and oral communication skills. * Excellent stakeholder management skills, managing and influencing Stakeholders at all levels. * Ability to evaluate information gathered from multiple sources, reconcile conflicts and translate high-level information into requirements - and then deliver them. * Highly self-motivated and focused with a proven ability to manage time effectively. * Experience of IT governance frameworks and disciplines, such as ITIL etc. * Current Security Clearance level or Ability to gain clearance via sponsorship through Mitie