Problem Manager

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Overview

We're Kingfisher, A team made up of over 82,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That's right, we're big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that's where you come in.

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.

This role is based in B&Q Head Office in Eastleigh (Southampton) with flexibility for hybrid working (office 2 - 3 days and home based)

As a Problem Manager, you will contribute to the improved availability of IT services and the reduction of service Incidents through the reactive and proactive application of the KITS Problem Management process.

What's the job?

• Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service delivery
• Analyse Incident and Problem trends to identify existing and potential impacts to service
• Lead Root Cause Analyses in support of Incident and Problem objectives
• Own or oversee Service Improvement and Get Well plans to ensure agreed actions are handled to completion
• Develop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefits
• Ensure that the KITS Problem Management process and tool(s) continue to meet the needs of the organisation, identifying and recommending required improvements and providing advice and guidance to process users
• Conduct regular review meetings to underpin the efficient and effective use of Problem Management by KITS and third-party support teams
• Provide summary reports and recommendations to Service Level Review meetings with business representatives
• Carry out administrative support of Problem records to facilitate the process as necessary

Sphere of influence:

The role collaborates with and influences the following areas:

• Service Desk and Incident Management - through recognition and analysis of Incident data and the reduction of Incident volumes
• In-house and third party support teams / team leads - through identification of proactive and reactive Problems and Root Cause Analyses and the allocation and agreement of ownership within the support community
• Business users/reps - engage these groups through presentation of Problem and Service Improvement recommendations so that business impacts, prioritisation and benefits are understood and agreed
• Other ITSM processes (e.g. Change, Risk, Service Level Management) - presenting Problem data to help identify process and service improvement opportunities within those processes and their interfaces with the Problem Management process
• Senior KITS management - creation and presentation of cases to gain agreement and sponsorship of key Problem Management / Service Improvement initiatives
• Confident liaising at all collaborator levels - including Senior Management, with strong relationship building skills

What you'll bring

• ITIL certification at Foundation level (required) and Problem Practitioner level (desired)
• Proven experience of operating in a similar role, with minimal direction
• Equally comfortable operating within a technical environment and purely business context
• Knowledge of and experience in applying Root Cause Analysis methods
• Excellent verbal and written communication skills, including report writing as well as strong organisational / project planning capability
• Strong influencing and negotiation skills and the ability to articulate complex issues accurately and concisely
• Demonstrated ability to lead and prioritise multiple workloads in line with business and KITS needs
• A logical, pragmatic and creative approach to problem solving with the ability to interpret detailed business and technical information
• The ability to understand business impact and prioritise accordingly
• Hands-on experience of ITSM toolsets, report creation software and MS Office suite

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here!

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

Interested? Great, apply now and help us to Power the Possible.

If you require any reasonable adjustments to be made during an interview, please do let us know and we'll do what we can to help make the experience more comfortable for you.

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