AMS PSR

On behalf of FCDO we are looking for a Senior Problem Manager (Inside IR35) for a 6 month contract. Hybrid working based in either London, Milton Keynes or Glasgow. 

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

The Senior Problem Manager is a role within the IT Service Management department of IDD, reporting into the Head of Service Insight and Improvement. They are accountable for the overall quality and execution of the Problem Management process, to reduce the likelihood and impact of incidents by supporting Product Teams to identify underlying causes of persistent or repeat and potential incidents and managing workarounds and known errors.

As a Senior Problem Manager your main responsibilities will be:

• Providing expertise and point of escalation for Product Teams in the root cause analysis and resolution of emerging and recurring problems.
• Collating, managing and triaging the backlog of priority problems and known errors, ensuring they are prioritised in line with the business need, in conjunction with the relevant Product Owner.
• Overseeing Problem Management processes and procedures, sharing best practice with Product Owners.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures
• Overseeing Problem Management reporting and management information to inform continual service improvement activities.
• Providing updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.
• Working closely with the Incident Management team, leading forums such as Post Incident Reviews to ensure actions are assigned and managed through to completion.
• Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.

Essential:

• An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. (Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.) 
• Strong technical skills and a proven track record of leading and enabling Problem Management functions to support continual service improvement.
• Can demonstrate ownership and initiative.
• Incident Management knowledge and experience.
• Continual Service Improvement experience.
• Strong stakeholder management and communication skills.

Desirable:

• ServiceNow experience.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".