Problem Manager
Societe Generale Private Banking
London - Great Britain
2d ago

Environment

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours.

It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation.

Bringing words like hard work and dedication together with community and respect has enabled us to work collaboratively and build our future together.

We call this Team Spirit and it's what makes us different. It's what makes you different.

Mission

Description of the Business Line

Global Technology Services (GTS) is a global transversal IT infrastructure support team covering all aspects of IT Infrastructure across the Bank.

This includes, Digital Workplace Services ,Server, Backup, Storage, Cloud and Networks and Connectivity and Datacentre, Database etc.

The Digital Workplace Services Team is a global team that supports all aspects of the Digital Workplace, this includes the Windows Desktop Environment (OS and Services) , Unified Communications (Trader Telephony, Skype Telephony and Skype for Business, Mobile Telephony and EMAIL) and User Support (IT Helpdesk, Tradefloor Support , Proximity Support)

Summary of the key purposes of the role

The role of the Digital Workplace Services (DWS) Problem Manager is as process owner and manager of the Problem management process.

Whose primary function is to facilitate the management of problems impacting our end users originating from DWS or other services and products

In addition, the Problem Manager will act as a data analyst to pro-actively identify recurring issues and as a Continual Service improvement champion to facilitate improvements to the DWS services and products

Summary of responsibilities

The main responsibilities of the DWS Knowledge Manager are :

Problem Coordination

Own and manage the Problem management process, including review and enhancement where required

Maintain a Problem log

Identify owners and actions to resolve problems

Ensure actions are being followed and escalate where necessary

Coordinate problem management forums

Liaise with global teams to identify support for problems

Attend global problem management meetings

Produce management reports

Data Analytics

Analyse data (support tickets, surveys, etc) for opportunities in :

Process efficiency

NPS improvement opportunities

Produce charts and dashboards related to data

Feed data back to problem management and CSI processes

Produce management reports

Liaise with global teams on above initiatives

Continual Service Improvements (CSI) Champion

Own and manage the CSI Process, including review and enhancement where required

Own and maintain a CSI register

Chair CSI meetings

Identify and coordinate implementation of Improvements

Work with global teams to progress CSI

Produce management reports

Level of Autonomy and Authority

The Problem manager will act independently to manage problems, analyse data and facilitate service improvements, The PM will be chairing meetings where actions will be agreed by other attendees and the PM will escalate where required if actions are not met.

The problem manager will report to the CCU manager on status of ongoing problems and service improvements

Profile

Excellent Communication Skills, specifically verbal and writing

Good level of ITIL knowledge

Good MS Office Skills

Excellent Excel skills (VBA desirable)

Excellent analytic skills

Strong coordination and organisation skills

Good reporting writing skills

Logical and analytical thinker

Previous experience in a technical role is desirable

Experience in analytical or problem management role is desirable

Evolution

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application.

At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.

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