Problem Manager

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.
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.
Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service deliveryAnalyse Incident and Problem trends to identify existing and potential impacts to serviceLead Root Cause Analyses in support of Incident and Problem objectivesOwn or oversee Service Improvement and Get Well plans to ensure agreed actions are handled to completionDevelop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefitsEnsure 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 usersConduct regular review meetings to underpin the efficient and effective use of Problem Management by KITS and third-party support teamsProvide summary reports and recommendations to Service Level Review meetings with business representativesCarry out administrative support of Problem records to facilitate the process as necessary Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service deliveryAnalyse Incident and Problem trends to identify existing and potential impacts to serviceLead Root Cause Analyses in support of Incident and Problem objectivesOwn or oversee Service Improvement and Get Well plans to ensure agreed actions are handled to completionDevelop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefitsEnsure 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 usersConduct regular review meetings to underpin the efficient and effective use of Problem Management by KITS and third-party support teamsProvide summary reports and recommendations to Service Level Review meetings with business representativesCarry out administrative support of Problem records to facilitate the process as necessarySphere 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 volumesIn-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 communityBusiness users/reps – engage these groups through presentation of Problem and Service Improvement recommendations so that business impacts, prioritisation and benefits are understood and agreedOther 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 processSenior KITS management – creation and presentation of cases to gain agreement and sponsorship of key Problem Management / Service Improvement initiativesConfident liaising at all collaborator levels - including Senior Management, with strong relationship building skills
What's the job
Operate and champion the Problem Management process across the Kingfisher group to drive improvements in service deliveryAnalyse Incident and Problem trends to identify existing and potential impacts to serviceLead Root Cause Analyses in support of Incident and Problem objectivesOwn or oversee Service Improvement and Get Well plans to ensure agreed actions are handled to completionDevelop and produce operational and service reports that measure the performance of the Problem Management process and its delivered benefitsEnsure 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 usersConduct regular review meetings to underpin the efficient and effective use of Problem Management by KITS and third-party support teamsProvide summary reports and recommendations to Service Level Review meetings with business representativesCarry out administrative support of Problem records to facilitate the process as necessarySphere 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 volumesIn-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 communityBusiness users/reps – engage these groups through presentation of Problem and Service Improvement recommendations so that business impacts, prioritisation and benefits are understood and agreedOther 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 processSenior KITS management – creation and presentation of cases to gain agreement and sponsorship of key Problem Management / Service Improvement initiativesConfident liaising at all collaborator levels - including Senior Management, with strong relationship building skills
ITIL certification at Foundation level (required) and Problem Practitioner level (desired)Proven experience of operating in a similar role, with minimal directionEqually comfortable operating within a technical environment and purely business contextKnowledge of and experience in applying Root Cause Analysis methodsExcellent verbal and written communication skills, including report writing as well as strong organisational / project planning capabilityStrong influencing and negotiation skills and the ability to articulate complex issues accurately and conciselyDemonstrated ability to lead and prioritise multiple workloads in line with business and KITS needsA logical, pragmatic and creative approach to problem solving with the ability to interpret detailed business and technical informationThe ability to understand business impact and prioritise accordinglyHands-on experience of ITSM toolsets, report creation software and MS Office suiteAt 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.#LI-LO1What we offer.Private Health CareOpportunity to receive up to family level cover with Bupa. Join within three months of starting or at annual renewal in April.(This benefit is subject to Benefit In Kind taxation).Kingfisher Pension SchemeImmediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company.25 Days' Holiday25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues).Staff Discount20% discount at B&Q and Screwfix.Eligible after 3 months service.Kingfisher Share Incentive Plan (SIP)Share ownership in a tax efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached.Life Assurancex4 Salary plus benefit equal to value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not active member.BonusCompetitive bonus scheme that aligns to work level of role.Kingfisher Share SaveSave with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October.
Our employees know us best.
We wouldn’t be Kingfisher without them. So, we want to share what they think with you. I’m proud to work for Kingfisher, I’ve had great opportunities that have enabled me to contribute to an exciting forward-thinking company.Development and progression is a high priority at Kingfisher, I’ve always felt well supported.Training & Development There’s so many ways you can grow, learn, and develop here at Kingfisher. At whatever pace suits you. Conversations with senior leadersYou’ll be able to have regular conversations with managers about personal development and gain a better understanding about what you want from your career and how to achieve it.Resources and tools to help you growImproving without instruments that help you learn is near impossible. That’s why we make sure you have everything at your fingertips to find exactly what you need to keep growing.Initiatives that measure developmentWith plans that ask you what goals you want to achieve and when you want to achieve them by, tracking progress and keeping development at the forefront of conversation is easy.Find your pathThe scale of group functions within Kingfisher is huge. That means you have the chance to build different career paths within multiple areas of the organisation.Sharing is caringWe aren’t selfish here at Kingfisher. Whatever your level of experience, you’ll work with colleagues who are always welcoming and ready to share their knowledge whenever you need it.Reach for the starsSo your ambitions are high? Good thing we have opportunities to find experiences in line with more senior roles and responsibilities. Here, you can evolve your career, no matter your level.Why KingfisherWe’re an
innovative, international retailer
on a journey to actively make a difference. Always striving to take that next step.
You can be part of the difference.
From bottom to top you can progress in a collaborative environment. So, why not Kingfisher?Application ProcessWhat to expect from our application process...Step 1: ApplicationSend in your application via our Kingfisher Careers website.Step 2: ReviewA member of the Talent Acquisition team will then review your application let you know if you have progressed to the next stage of the process.Step 3: Interview 1You’ll then have a telephone interview/one to one conversation with a recruiter.Step 4: Interview 2As you progress, you’ll be invited to attend a face to face or virtual interview.Step 5: FeedbackYour recruiter will be in contact with feedback and, if successful, the details of your job offer!
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