Problem Manager

 Location: Belgium - Zaventem | Job-ID: 208867 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

Are you  looking for a role in which you can work on sustaining & improving delivery of our IT operations at one of Computacenter's international strategic customers? Ensuring that we achieve contracted levels of service performance (SLA, KPI) at the agreed cost, while continually improving the service?

Do you enjoy working pro-actively in a no-nonsense environment - together with an international team ?

If so, then we would like to discuss your next career move !

What You'll Do

The Problem Manager in the pharmaceutical industry is responsible for identifying, analysing, and resolving IT problems that impact manufacturing, R&D, and business operations. This role involves investigating the root causes of recurring incidents, implementing solutions to prevent future incidents, and ensuring effective problem management across the organization.

The Problem Manager will work closely with various IT teams, quality assurance, regulatory affairs, and other stakeholders to enhance service reliability and performance. Proficiency in French is mandatory for this position.

Your key responsibilities will be: 

Problem Management:

• Identify and categorize IT problems using data from incidents and service desk reports.
• Perform root cause analysis (RCA) to determine the underlying causes of problems.
• Develop and implement corrective actions to prevent recurrence of issues.
• Coordinate with relevant teams to ensure timely resolution of problems.
• Maintain and update the problem management database with accurate and detailed information.

Incident Analysis:

• Analyse incident trends to identify recurring issues and potential problem areas.
• Collaborate with incident management teams to escalate and address high-priority incidents.

Reporting and Communication:

• Generate regular reports on problem management activities, status, and outcomes.
• Communicate problem status and resolution plans to stakeholders, including senior management.
• Facilitate problem review meetings to discuss findings and improvement plans.

Continuous Improvement:

• Drive continuous improvement initiatives by identifying areas for process enhancement.
• Implement best practices in problem management based on industry standards and frameworks such as ITIL.
• Monitor the effectiveness of problem management processes and make recommendations for improvement.

Collaboration and Stakeholder Management:

• Work closely with IT service owners, incident managers, change managers, and other stakeholders to align problem management efforts with business objectives.
• Build strong relationships with external vendors and service providers to address problem management needs.

What You'll Need

Experience:

• Minimum of 3-5 years of experience in IT service management, with a focus on problem management.
• Proven experience in conducting root cause analysis and managing complex IT problems.
• Familiarity with ITIL framework and best practices.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team-oriented and collaborative environment.
• Proficiency in using problem management tools and IT service management software (e.g., BMC Helix, JIRA).
• Strong organizational skills and attention to detail.

Certifications:

• ITIL Foundation Certification (required).
• Additional ITIL Intermediate or Expert certifications (preferred).

Preferred Qualifications:

• Experience in a large-scale enterprise IT environment.
• Knowledge of Agile and DevOps methodologies.
• Familiarity with data analysis and visualization tools (e.g., Power BI, Tableau).

 Working Conditions:

• Hybrid on site (customer office environment) and work from home with occasional requirements for extended hours or on-call support.
• Some travel may be required to meet with stakeholders.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.