Job Description
JOB DETAILS
Job Title:
Problem Manager
Department:
IT Services, Information Systems
Reports to:
TBA, Service Desk Team Leader
Date:
In this section you should note the EXACT job title of the staff member(s) with
department and reporting line details. The date should be in month format.
KEY PURPOSE OF THE JOB (1 sentence only)
Perform the management of both reactive root-cause analysis and proactive trend analysis
within IT. Management of the Major Incident Management (MIM) process and ensure
adherence of the process and escalation requirements within the various support and
delivery areas.
ACCOUNTABILITIES (6-10 single sentence statements)
This section should contain 6-10 single sentence statements which give greater detail than the Key Purpose
of the Job. You should list the main duties and major areas of work required by the job holder not the
specific tasks. You should also remember that the accountabilities section is used to recruit staff to the job,
to train them to be competent, as the basis for setting performance objectives and to evaluate the job.
Therefore this is the key element of the job description. Percentages of time allocated to each task over the
year should be given. Accountabilities should be listed in order of priority.
ACCOUNTABILITIES
PERCENTAG
ES
Problem Management: manage Problems, to ensure that these are
diagnosed, logged and escalated to appropriate and consistent quality
standards; co-ordinate Service Desk, IT staff and Customers to ensure
accurate and appropriate communications during Problems;
40%
Major Incident Management: co-ordinate with Service Desk and Incident Co- 15%
ordinator in the identification of Major Incidents; manage Major Incidents, to
ensure that these are diagnosed and escalated to appropriate and consistent
quality standards; co-ordinate Service Desk, IT support staff and Customers to
ensure accurate and appropriate communications during Major Incidents;
Post Mortem Reviews: call and chair Post Mortem Review meetings following 20%
Major Incidents; issue a written Post Mortem report to IT management; ensure
Post Mortem actions are completed in a timely manner;
Trend Analysis: produce trends analysis of recurring Problems/Incidents 15%
extract trends on Incident types, Customer types, key problem areas, depts,
hardware types etc; hold regular meetings with IT support groups to review
recurring Problems and press for final resolutions - or escalate; produce
'Escalation Reports' on recurring issues and issues not being resolved.
Customer Interface: delivering & managing high standard communications
across Customers and IT to ensure that Problems are dealt with by priority and
customer needs, providing regular communications to Customers across the
organisation; provide a practical representation of the Customer view within IT
and the Service Centre; attend Customer meetings, review SLA performance,
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10%
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take part in new projects and represent the Service Centre viewpoint & input;
Total
100%
KEY SKILLS/KNOWLEDGE/EXPERIENCE
 Demonstrable customer management / service skills
 Experience of working within a busy first level service desk environment in a problem
manager role
 Very good understanding and awareness of the ITIL Problem management process
and procedures
 Strong individual with the ability to communicate and negotiate at all levels.
 Good organisational skills plus the ability to motivate people across the organisation to
provides solutions
 Sound technical knowledge across the core supported applications base including MS
Office, Lotus Notes




Decision maker with a operational outlook
Preferably educated to degree level or equivalent
Experience of working in a large organisation
Good interpersonal, communication and presentation skills
In this section list relevant job skills, expertise and experience. You can include technical details,
professional qualifications or interpersonal skills. Remember to list only job related skills needed for that
job NOT the skills or qualifications of the job holder. All items in this section should be JOB RELATED
REQUIREMENTS.
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ORGANISATION CHART/DEPARTMENTAL STRUCTURE
PLEASE ATTACH AN UP TO DATE ORGANISATION CHART. Include details of the line manager,
peers and subordinates as well as the job holder. Describe below the nature of any reporting
relationships.
TBA
Head of Service Management
Executive
TBA
Problem Manager
TBA
Change Manager
TBA
Account Manager
TBA
Account Manager
TBA
Account Manager
Specialists
TBA
Intranet Developer
DIMENSIONS (Use only those applicable)
This section covers measurable items such as staff reports and income generated. It should only be used
if appropriate i.e.: “5 direct reports, 3 indirect reports” or “Responsible for Departmental budget of
£700k”, “Supports department with a budget of £2m”
Number of Direct Reports:
0
Direct Budget:
£0
Indirect Staff Reports:
0
Indirect Budget:
£0
AUTHORISATION
In completing this section you are confirming that you have agreed the description with the job holder(s)
and your General Manger or Director. You are responsible for doing this before forwarding the job
description to HR.
Agreed by Job Holder:
Name:
Date:
Name:
Date:
Name:
Date:
Agreed by Line Manager:
Approved by GM/ Director
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