Senior IT Process Manager

This person will be responsible for handling Incident (including Major Incident / Outages), Service Request, Problem, Knowledge and Change Management processes to ensure effective end to end delivery of IT services. To be successful in this position, you will need to able to demonstrate strong analytical, communication (written and verbal) and process improvement skills. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.

RESPONSIBILITIES

Incident Management (including Major Incident / Outages) and Service Request Fulfillment. 30%

Ensure ITIL processes are managed, operated, and supported in accordance with the ITIL service model. This role is responsible for overall coordination and direction of the incident management, major incident management and service request fulfillment. The responsibilities for this role are typically:

• Responsible for driving, managing, and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.
• Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
• Driving the efficiency and effectiveness of the incident management process.
• Ensuring that all IT teams follow the incident management process for every incident.
• Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
• Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
• Acting as process owner of incident management and liaison with other service management processes.
• Maintain and improve the Incident Management process by working with senior management across vast communities of our business.
• Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
• Gathers, consolidates, and refines data to publish executive, operational, and management level reporting and analysis.
• Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
• Plans and manages support for request fulfillment tools and processes.
• Manage, coordinate, track, and report on service request and service catalogue management activities.
• Monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management.
• Responsible for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.

Change Management. 20%

During service transition, this key role exists to coordinate the review and approval of planned changes to the IT infrastructure and services, the responsibilities for this role are typically:

• Ensuring that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated
• Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure.
• Planning and managing support for change management tools and processes
• Maintaining the change schedule and projected service outage
• Coordinating interfaces between change management and other processes
• Reviewing specific categories of RFC
• Planning, scheduling, managing and chairing CAB meetings
• Formally authorizing changes at agreed points in the change lifecycle
• Participating in the change review before changes are closed.
• Participating in the internal and external change management audits

Problem Management. 20%

Once incidents are solved, the ball is passed to the problem manager to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution, the responsibilities for this role are typically:

• Managing life cycle of Problem management.
• Responsible to supervise the progress of all Problem Records to ensure they are actively moving through the Problem Management Process
• Facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
• Developing and ensuring problem management policy and procedures are fit for purpose, updated and are correctly implemented.
• Analyzing problems for correct prioritization and classification
• Able to pose questioning techniques to obtain clear, concise answers to complex issues (by breaking down logic and questioning, probing to get details as needed)
• Ensures, analysis and RCAs are completed within defined performance metrics (SLA, KPIs etc.).
• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
• Updating the KEDB with new or updated known errors and workarounds

Knowledge Management. 15%

The knowledge manager is responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. The responsibilities for this role are typically:

• Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
• Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Identify and evangelize success stories from the Knowledge Management Program.
• Provide internal training and consulting on KM concepts and methodologies.
• Ensure the knowledge generated within the organization is made easily visible, available, and useful to seekers.
• Monitor the effectiveness, maintenance and use of the IT tools and systems as they apply to KM, and implement improvements

Continual Service Improvement. 10%

Responsible for developing process enhancement strategies and not limited to ITSM processes only. Involves in making a conscious, sustained effort to refine processes and improve the services and consumer value. The responsibilities for this role are typically:

• Developing and implementing new policies or procedures that enhance efficiency or improve customer service.

Perform other duties, as assigned. 5%

MINIMUM REQUIREMENTS

EDUCATION: Bachelor's

EXPERIENCE: 6+

CERTIFICATION(S): ITIL V3 or V4

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Good knowledge of Microsoft Office Tools
• Good knowledge of all the ITSM processes at Organization level & Stakeholder management skills.
• Awareness of the role IT plays in enabling the business objectives to be met & Customer service skills.
• The competence, knowledge and information necessary to complete their role
• The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence
• Should have extensive knowledge on ITSM

PREFERRED QUALIFICATIONS

EDUCATION: Bachelor's

EXPERIENCE: 6+

CERTIFICATION(S): ITIL Intermediate

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Excellent interpersonal skills
• Ability to deal with support groups and external vendors
• SIAM, COBIT, Agile, Project Management would be a plus.
• Analytical, extremely organized, Energetic, Hardworking, Team player, Multi-tasking.
• Good Reasoning and Process defining abilities

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact

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