We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.
We are recruiting for a Problem Manager who will be part of our IT Service Management team. The role will be responsible for the complete Problem Management process life-cycle, including definition of process and procedural activities, coordination and directing all facets of the problem management efforts by bringing the right team, tools and information together.
Why should you join Cambridge?
Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding.
We achieve this by embracing change, and continuously focusing on our customers' needs. And by collaborating, and carefully listening to our customers and to each other, we keep moving forward, keep innovating, and keep finding newer and better ways of doing things.
When you join Cambridge, you get the best possible combination of a supportive, caring environment, balanced with work that brings out the best in you. You will have access to learning and development opportunities, and business tools essential for your role so that you can perform at your peak.
What can we offer you?
In this role, you will collaborate with colleagues across different areas of the business and branches. It is an opportunity that will enable you to widen your horizon by learning from other cultures.
The role is pivotal to the success of the Problem Management team in managing cross-functional problems and work with the appropriate stakeholders and support groups to resolve those problems. There are no limits to the opportunities afforded to learn best practices in this field, work with new and exciting technologies, and collaborate with highly talented people.
On top of these, working with Cambridge will also give you stability. We show our care for our people by allowing them to grow not just professionally but also personally. We promote work-life balance through flexible work schedules, hybrid work arrangements, and generous paid leaves. In addition, you will be entitled to our health care benefits with coverage for dependents, group life insurance, and robust wellbeing programs right on the first day of joining us.
What will you do in this role?
Working under the supervision of the Head of Global Service Management in Manila you will be:
Responsible for the execution, management and maturity of Cambridge University Press and Assessment's Problem Management process and gain alignment/establish relationships with peers across various support teams within the organization to coordinate Problem Management efforts.Facilitate the development of Root Cause Analysis (RCA) to identify causes of critical/major incident by working with Subject Matter Experts (SMEs) Leaders and Customers and by calling and chairing Post Mortem review meetings in coordination with the Incident Management team following a Major Incident.Analyze incident volumes and trends to identify process or technological improvement that will reduce or eliminate incident volumes and streamline the resolutionAppraise team member's performance, provide feedback, take corrective actions and oversee their training and development through coaching and mentoring.Deliver and manage high standard communications across customers and Technology to ensure that problems are dealt with by priority and customer needs.What makes you the ideal candidate for this position?
You will be ideal for this part if you have around 5 years of experience in an IT enterprise service support role with 3 years working experience as a Problem Manager. You will make a strong candidate if you have a strong capacity for troubleshooting problems and an excellent understanding of IT Service Management best practices supported by ITIL v3/v4 certifications.
In addition, experience, knowledge or expertise in the following would give you an advantage:
Customer service orientationRelationship building and dealing with various stakeholders at different levels of the organization.Process formulation and improvementPeople management and team buildingProblem solving and decision making