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IT Service Delivery Specialist

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Job DescriptionThe Problem Manager role focuses on implementing efficient IT problem and incident management using ITIL V4 best practices.This position involves identifying root causes, developing preventive measures, and promoting continuous improvement within the IT service environment.Key responsibilities include quickly assessing and classifying incidents, coordinating cross-functional teams, communicating with stakeholders, and providing timely updates on incident status and resolution progress.The Problem Manager leads the effort to resolve problems promptly, facilitates problem resolution, and implements workarounds or solutions to prevent recurrence.This role also involves proposing proactive measures to prevent known problems from recurring, monitoring and reporting on their effectiveness, and maintaining a knowledge base of known problems and documented solutions.Furthermore, the Problem Manager drives continuous improvement by analyzing the efficiency and effectiveness of problem management processes, suggesting and implementing improvements, and collaborating with other ITIL processes such as Incident Management, Change Management, and Service Level Management.