Problem Management

Description:

About IT at TfNSW
TfNSW’s IT group provides the tools, information and services that enable 30,000 employees to deliver a smart and efficient transport network. We bring the future to our people by delivering innovative solutions and minimising business disruptions, building an engaged and connected workforce through tech-enablement.
This is an exciting time to join the team, with a committed annual investment of $700m for progressive technology projects including bots, apps, AI solutions, autonomous 3D mapping drones, cybersecurity and transforming cameras across our network.
The Opportunity
Right now, we are looking for a Manager, Problem Management to join the corporate services division based at Macquarie Park Office. We work in a hybrid way, a mixture of working from home and in the office and we offer flexible working arrangements with lots of benefits.
Reporting to the Senior Manager, Service Operations, you will be responsible for governance of the Transport Problem Management Practice, as well as managing and supporting the team of Problem Managers in the practical application and facilitation of the TFNSW Problem Management Processes.
You will also be responsible for monitoring and reporting on the effectiveness and efficiency of the end-to-end Problem Management Process, ensuring that the Practice Success Factors are met.
The role will lead the analysis of the performance against the success factors, and lead Service Improvement Plans where the goals are not being reached. The role will also be an escalation point for all TFNSW Problem Management matters.
Key priorities/deliverables include (but are not limited to) the following tasks:

• Co-ordinating the Problem Management Process across multiple internal support groups and external suppliers within the diverse and complex Transport environment.
• Implementing the TFNSW Problem Management Process across internal and external toolsets.
• Leading Problem Management Service Improvement Plans with TFNSW Infrastructure Partners.
• Implementing Problem Management Reporting within the ITSM Toolset.
• Creating and presenting Problem Management Training materials.
• Demonstrating the five ways of leading behaviours to deliver organisational outcomes for our customers, our people, and communities for the greater good.
• End to End Monitoring and reporting of Problem activities
• Reporting and Analysis of Incident and Problem Trends, including forecasting to instil greater proactive management
• Participating in governance forums to ensure process compliance, and driving continuous improvement initiatives
• Compiling and analysing statistical data and trends relating to service process compliance and operational effectiveness, and provide service reporting and insights to Senior Management as required

About You

• Significant experience in Problem Management in a Service Management role
• Significant experience in People Management role
• Demonstrated experience managing Problems in a large multi-vendor, multi-service provider environment
• Strong communication skills with the ability to identify stakeholders and ensure correct understanding of relevant communications and associated procedures
• Experience in continuous improvement in the Problem process, including communications& training
• Demonstrated experience delivering and running Service Management functions with Problem Management responsibilities; collaborating and engaging with multiple parties including Third Party Suppliers to identify the Root Cause of Major Incidents, manage Known Errors, determine Workarounds, and implement Corrective Actions.
• Broad knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
• Experience in Trend Analysis and driving Proactive Problem Management
• Experience in governance of internal and external service providers
• Experience developing operational and management-level Service Reporting (ad-hoc and regular)
• Familiarity with ITSM toolsets including ServiceNow, and ability to effect activities to deliver process improvements