Problem and CSI Manager

Leopardstown, Dublin
  1. Full Time
  2. Other
Posting date:Mon 03, 2018

Problem & CSI Manager

Who you are:
As the Problem and CSI Manager for Enterprise Service Operations (ESO), your role is to minimise and mitigate business-impacting incidents through controlled problem identification and responsive/proactive service improvement plans. ESO support a range of integrated Fixed, Mobile and ICT solutions (LAN, WAN, Security, Unified Comms, Voice, Telephony) for Vodafone’s Enterprise Corporate customers.

Your team:
Reporting to the ESO Manager and participating in Major Incident reviews with the wider management team, you will work closely with Incident Management, Change Management and Performance & Capacity Management teams, using their outputs to drive problem management activities to mitigate against future incidents. You will actively lead support groups, vendors and third parties to complete problem management and service improvement processes in a timely manner while achieving / exceeding business required service quality standards.

The next challenge for you:
• You will understand and assess the business impact of problems, minimising / mitigating adverse business impact as appropriate

• You will co-ordinate and set periodic requirements, objectives and targets for Problem Management and underpin technical services in line with evolving business needs

• You will ensure business objectives are achieved through dedicated and diligent management of problems to successful conclusion and delivering an excellent customer experience

• You will actively lead support groups, vendors and third parties to complete problem mgmt. and service improvement processes, achieving / exceeding business required service quality standards

• You will develop, document and drive problem-related project plans

• You will lead problem evaluations and own/champion the problem management process

• You will own internal improvement projects to implement new technology and process/service improvement

• You will develop agreed service level targets and target improvements related to Problem Management and underpinning service

• You will develop requirements for Problem Management standards, procedures, measurements, tools and technology in conjunction with the Incident Management service owner & continually evolves the problem management discipline in line with recognised industry standard methodologies

• You will ensure compliance with organisational and industry standards

• You will actively implement process improvements both from previous experience & incrementally from lessons learned

• You will stay on top of industry and technology changes, seeing opportunities to improve work practices and quality of service & uses commercial awareness to adeptly correlate complex technical issues with customer-centric service impact

• You will ensure communications regarding problems are regular, accurate and succinct

• You will educate the wider business on Problem Management process and benefits, driving compliance with the process by all


What you need:
• 3rd level qualification (ideally degree in Computer Science, IT, engineering or physics (Theoretical familiarity with and practical application of ITIL/Kepner-Tragoe/best practice Problem Management tools)
• ITIL or equivalent certification
• 5 years + experience within an operations environment
• Significant problem management experience in a variety of IT / telecoms environments
• Thorough and practical understanding of service management disciplines and their interdependencies
• Ability to lead large and complex problem assessments, investigations, plus define and drive coherent and prioritised remedial plans

What else you should demonstrate:
• Excellent analytical, problem solving and project management skills
• Highly organised with impeccable attention to detail
• Rational and calm under pressure
• Sound knowledge of industry best practice service management principles
• Strong Project Management experience

The Vodafone Behaviours are key to everyone’s success:
• Customer Obsessed - We are passionate about exceeding customer expectations 

Work passionately to really understand the customer

Look at decisions through the customer’s eyes

Take personal accountability for the customer experience

• Innovation Hungry - We create and deliver new products, services and ways of working that delight our customers

Take risks and push what is possible

Look for improvement all the time

Do things in better ways

• Ambitious & Competitive - We bring energy and passion to our work and always aim to beat the competition

Deliver best in class
Review our own performance and then improve it
Be lean and cost effective every time

• One Company, Local Roots – We work across Vodafone to achieve the best outcome for customers, employees and shareholders

Value our differences and act inclusively
Make the best decision for Vodafone, not just for one part of the business Communicate and use best practice

• Speed - We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business

Make RAPID business decisions
Deliver with urgency
Analyse fast, execute faster

• Simplicity – We make things simple for our customers, partners and colleagues

Focus effort and stop ineffective activity
Communicate in a way that is easy to understand
Challenge complexity and provide simpler solutions

• Trust - We are reliable and transparent to deal with. We deliver for others and trust others to do likewise

Do what you say you will do
Trust others to deliver
Support decisions once made, regardless of personal view

Who we are:
We are Ireland's leading total communications provider offering our customers a variety of solutions across mobile and fixed platforms. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. We make significant investments building and maintaining our networks and to date, we have invested nearly €1bn in our network investment programme. We continue to invest to enhance our network.
It’s not just our products and services which are innovative, our modern and innovative workspace in MountainView helps cultivate an environment of creativity and innovation through new ways of work. New ways of working means an environment free from clutter, wires, barriers and cabinets. This has helped Vodafone make the Great Place to Work list in Ireland. All our employees have one locker and are free to sit wherever they wish within our building. This inspires creativity and develops relationships which traditional style environments inhibit. You probably want to know more about new ways of working…Find out move via this link:
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.

We are an equal opportunities employer where our people can be at their best.


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