Problem Manager

Business Unit:  Technology Operations and Cyber Security
Salary Range: £40,000 to £50,000 per annum DOE + benefits
Location: UK, Hybrid, with hubs in Glasgow, Gosforth, Chester, Edinburgh, Leeds, London, York, Bradford and Manchester to choose from.
Contract Type: Permanent - Full time

Our Team

We're looking for an experienced Problem Manager to join our multi-disciplinary team to provide first class support utilising Problem Management techniques, providing support for VM’s IT Systems whilst developing and maintaining operational processes for Problem Management. The role requires the person to ensure compliance with these procedures, recording & monitoring progress towards a resolution for all problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.

What you’ll be doing

• Arrange and undertake Post Incident Reviews (PIRs) aligning accountability to the Resolver Groups to ensure we minimise the occurrence of repeat incidents.
• Manage complex problems through resolution, engaging with stakeholders at all levels and applying influence to seek positive outcomes.
• Obtain further technical and impact details for unresolved problems to ensure appropriate updates are logged in Service Now and root cause and service availability aspects are adhered within respective business areas.
• Assist management in the effective tracking of problem items through driving engagement with support and business stakeholders, applying verbal and written contributions where appropriate – Continual Service Improvement to deliver results and identify ways to improve performance and effectiveness.
• Creating and managing dashboards, reports, and visualisations using Power BI to provide insights and support decision-making processes.
• Develop trend and theme analysis across the Incident and Problem estate looking for repeat offenders and highlighting these back to the Resolver groups to action.
• Ensure customer focus and quality service are at the heart of all activities and processes.
• Will generate own work streams and initiates investigation on problem backlog whilst considering the priority and potential resource constraints across the IT support pool.

We need you to have

• Previous or current experience in a Service Management background and knowledge of IT Processes, including Incident and Problem Management.
• Experience of Power BI to provide insights and support decision-making processes.
• Ability to analyse and interpret information.
• Sound decision making abilities when faced with complex demands/issues.
• Written and oral presentation skills relevant to the stakeholder audience
• Ability to deliver multiple priorities in a rapidly changing environment.

It’s a bonus if you have but not essential

• Experience using various trend analysis methodologies to support identification of problem across multiple services.
• The role supports a 365x24x7 Major Incident Management function.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.   

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them.
If you’re interested in this opportunity, we recommend that you get in touch with Mandy McNicholaswho’ll be able to tell you all about the role which will help you make a great application.

Now the legal bit

Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm.

If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, careers@virginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions.