Problem Manager

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

1 Job description: Problem Manager

1.1 Scope

Atos Managed Services (MS) key priorities are to deliver high quality services satisfying the needs of the customers.

In order to continuously improve the quality and customer satisfaction key priorities within MS are to reduce severity 1 incidents significantly, improve customer satisfaction measured from surveys and by ensuring a consistent use of key ITIL processes (Incident, Change, Problem, Capacity Management) meeting (or even succeeding) the service levels defined in SLAs.

Where the service delivery execution is done within MS-Global Factory (GF) or MS-Global Business Unit (GBU) the governance of the delivery is done within MS Service Management Center (SMC).

SMC’s mission is:

· to actively drive all elements of delivery of service across MS to Atos’ customers;
· to continuously improve service;
· to achieve customer loyalty, innovation and satisfaction;
· to transform customer environments;
· to increase delivery efficiency;
· to enable growth and deliver business value;

by applying, promoting, supporting and standardizing consistent Best Practice use of ITIL.

To achieve the mission SMC will:

· Be accountable and responsible for the implementation and improvement of standard service management processes.
· Be accountable and responsible for governance and management of standard service management processes while the Global Factory is responsible for execution.
· Be accountable and responsible for the performance of the agreed SM processes to defined global KPIs and local customer SLAs.
· Own the Atos Service Management Model.
· Work with SDM and TSM to ensure service management processes deliver to customer requirements.
· Develop a strategy for offshore Service Management process delivery to ensure optimized delivery model.
· Support growth by providing Service Management process sales collateral and cost models to bid teams.
· Be a critical part of transition and transformation in achieving overall goals of new deals.
· Collaborate with the SMTS to ensure tools support service management processes to drive optimization and automation.
· Ensure that service management meets current ITIL best practice and supports quality in accreditations e.g. Global ISO 20k certification.

1.2 Purpose

The Problem Manager is accountable to actively participate in the delivery of the Service Management Center-owned Global Problem Management process and thus support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.

Working within the Problem Management process management community, the Problem Manager will either:

· Be accountable for the execution of the Problem Management process for one major account.
· Manage a team of Problem Coordinators delivering the Problem Management process to one major account or
· Manage a team of Problem Coordinators delivering the Problem Management process to a number of accounts.
· Be accountable for the execution of the Problem Management process to a number of accounts.
· This will involve working closely with both the local and global delivery units and account service teams.

1.3 Principal activities

1.3.1 General

· Execution of Problem Management process tasks in adherence with global and local requirements.
· Coordination and management of Problem Management process activities across the global factory and with external suppliers to agreed global and local SLAs.
· Escalation of risks and issues to the Problem Management Regional Process Owner.
· Supporting Problem Management reporting (KPIs and customer SLAs).
· Assists the Problem Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization.
· Assist the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Problem Management process across their account(s).
· Assists the Problem Management Global and Regional Process Owner in identifying and planning for Problem Management process improvement projects.
· Drives implementation of standard execution of the Problem Management process.
· Assists the Problem Management Global and Regional Process Owners in driving cross-account process standardization.
· Assists the Problem Management Global and Regional Process Owners in standardization to enable offshore targets.

1.3.2 Process Specific

· Responsible for the complete process adherence and handling of problems according to SLAs/OLAs.
· Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.
· Responsible to act as an escalation point to expedite problem resolution.
· Responsible to provide regular feedback to the Problem Management Global Process Owner
· Responsible to coordinate problem resolution involving internal support groups, vendors, suppliers, customers and manage any roadblocks.
· Drive the RCA, Post Implementation Review with Technical Experts.
· Follow up of RCA and PIR activities together with Service Delivery and GF Tower Manager, i.e. corrective actions driving.
· Liaison with team managers of all Technical Experts to ensure PMRs get created and swift resolution of problems within their targets.
· Ensure that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered.
· Ensure quality of Known Error record and the Knowledge Database.
· Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involve Supplier Management when necessary.
· Conduct Post Resolution Review of critical problems and support to follow up of their activities together with Service Delivery Manager.
· Ensure that Problem Management KPIs are reported and their targets met.
· Ensure that trend analysis of incidents is performed and proactive Problem Management is executed including creation of PMRs.
· Take escalations from Problem Coordinator and handle them accordingly.

NOTE: Shared lines used cross job description/operating model/process description are in italic.

1.4 Authorizations

The Problem Manager is authorized to:

· Approve the execution of tasks within the Problem Management process across delivery units (Global Factory, Country production Centers, Account Service team, Third Parties).
· Escalate risks and issues to relevant management level.
· Approve on compliancy with standards for the Problem Management process.

1.5 Reporting relationship and organizational interfaces

The Problem Manager reports directly to the Problem Management Regional Process Owner.

The Problem Manager may manage a team of Problem Coordinators.

The Problem Manager will interface with the Process Service Manager in the Account Service Team and the technical experts in the Global Factory.

1.6 Experience, Skills and Knowledge & GCM grade

1.6.1 Key skills

The Problem Manager has the following key-skills:

· Builds long-term relationships with internal colleagues.
· Broadly skilled in information and communications technology.
· Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
· Ability to work independently and take decisions where necessary.
· Successful delivery against commitments and deadlines.
· Promotes and supports standardization and continuous improvement.

1.6.2 Global GCM Skills

Autonomy, Responsibility and Authority

Works to agreed objectives. Has full responsibility for quality of work performed, either as a manager or as a specialist.

Complexity of Work

Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts.

Essential Skills

Demonstrates leadership skills on a regular basis.

Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally.

Influence

Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field, either in a management or advisory capacity.

Knowledge and Scope of Expertise

Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.

Learning and Development

Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments.

1.6.3 Global Behavioral Competencies – Mandatory

Team working

Ensures that all team members have the opportunity to contribute.

Takes ownership and follows through on team decisions and actions.

Calls team members to account, even in complex or sensitive situations.

Facilitates discussion and compromise to establish agreed decisions and actions.

Effectively motivates other members of the team.

Communication

Produces documentation written in concise, easy to understand and professional language.

Expresses own position clearly and concisely in meetings.

Persuasive and influential in presenting plans and ideas.

Demonstrates attentiveness to others through listening, questioning and summarizing.

Demonstrates sensitivity to subtle verbal and non-verbal cues from others.

Ensures that other members of the team are sufficiently informed.

Development

Ensures own expertise in subject remains relevant and keeps abreast if industry developments and new ideas.

Proactively requests feedback from others to identify personal development opportunities and takes appropriate action.

Takes responsibility for managing own development.

Recognizes own strengths and weaknesses.

Takes time to reflect on personal behavior and actions.

Delivery Focus

Takes a highly organized approach to delivery.

Demonstrates a clear commitment to delivery.

Demonstrates responsibility for reaching agreed targets.

Is persistent, even when experiencing resistance or setbacks.

Calls others to account, when necessary, on failing to achieve an agreed result.

Continually measures progress against targets and deadlines in addition to quality standards.

Client Focus

Proactively seeks customer feedback and takes appropriate action.

Proactively approaches the customer for feedback.

Always considers the impact of decisions and actions on the customer.

Perceives issues from the point of view of the customer, is pro-active and raises different options, exceeding the customer expectations.

Effectively manages customer expectations.

1.6.4 Global Behavioral Competencies – Additional

Profit focus

Understands the implications of decisions and actions on overall business profitability.

Identifies and addresses potential threats to the delivery of existing business.

Makes positive contributions to business growth.

Seeks new solutions for the existing portfolio and initiates proposals for portfolio expansion.

Proposes deals and partnerships to potentials customers, suppliers and business partners.

Networks to the benefit of the business.

Integrity

Works to high standards of personal and professional ethics.

Clearly indicates own opinion or standpoint, effectively managing the expectations of others.

Takes responsibility for own actions.

Flexibility

Adapts to changing circumstances and new information that impacts goals and plans.

Can play several different roles simultaneously according to the specific situation.

Smoothly adapts way of working to a new (customer) environment.

Experiments with new ways of doing things.

Takes a positive approach to dealing with change.

Dynamic

Presents a clear vision of what can realistically be achieved.

Expresses confidence and enthusiasm for new ideas.

Pursues goals with energy and vigor.

Encourages others to play an active role in the changing situations.

People Focus

Demonstrates a genuine interest in people.

Attempts to establish the reasons behind the behavior of others.

Challenges problems rather than challenging people.

Is aware of people motivators and demotivators.

Stimulates others to grow and develop.

Creativity

Adapts existing solutions for new problems of situations.

Makes realistic decisions about the best solution to pursue.

Produces unique or imaginative responses to a problem.

Demonstrates a personal ability to apply creativity in problem solving.

Discusses different aspects of the problems to bring more structure in complex situations.

Has the capability to present a clear business case.

1.6.5 Experience/Knowledge Essential

· Detailed knowledge of the theory and operation aspects of their process.
· Minimum 3 years ITIL Operational experience in the Problem Management process.
· Understanding of the Atos IT Control Framework and the Atos organization.
· Understanding of the Atos Service Management Model.
· Competent with Microsoft Office, Microsoft Excel, Microsoft Word.

1.6.6 Experience/Knowledge Desirable

· Experience of Atos Origin Quality Management processes.
· Relevant industry knowledge and technical Skills.

1.6.7 Any Special Features

None.

1.6.8 GCM Grade

This function is assessed as a GCM 5 although if there are management requirements for the role it may be a GCM6. It is likely that global roles (e.g. Problem Manager for global accounts such as Siemens) will be one GCM level higher than regional/GBU roles.

1.7 Learning, Training and Development

1.7.1 Mandatory

ITIL Foundation Certified.

1.7.2 Additional

Prince 2.

1.7.3 Career Progression

A Process Manager can progress into a Process Service Manager or Regional Process Owner role.

Your Application
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