Problem Manager Wellington

4 days ago

Wellington City, New Zealand Datacom Full time

Our purpose
Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
This is an excellent opportunity for someone keen for the next step in their Service Delivery career, joining a fantastic team of peers with a chance to learn from some of the best You will be part of our extensive Customer Delivery business who support each other working collaboratively across locations.
About the Role
The Problem Manager is responsible for providing highly skilled services within the Problem Management Practice area for one or more major accounts in New Zealand. You will work cooperatively with Datacom delivery teams and the Account Operational Managers to ensure that major incidents have root causes identified and solutions sought to prevent them from happening again. You will also work collaboratively with the extended Problem Management team across Australia and New Zealand.

What you’ll do
As Problem Manager you are accountable for, but not limited to:

- Leading the Problem Management processes, including Root Cause Analysis on all major problems, shepherding of needed fixes, and governance over the sum total of non-major problems.
- Providing strong leadership, ensuring that agreed service levels are met and all relevant procedures are adhered to
- Building trusted relationships with the customer (Senior Management and Operations Teams) and Datacom teams to enable effective delivery and collaboration
- Leading planning workshops and working with the relevant technical delivery teams to ensure that technical problems are identified and resolved
- Taking responsibility for understanding customer requirements, assessing and solutioning options for consideration by key stakeholders to enable informed decision making.

What you’ll bring
You will bring expertise in using appropriate tools and skillsets to bring an analytical approach to problem solving. You will be passionate about driving outcomes and contributing to the success of our customer and internal teams.
You will be able to effectively work in a dynamic and changing environment, balancing competing priorities. You will have a customer centric approach, strong leadership skills and the confidence to engage at multiple levels, within both Datacom and the customer, as well as a number of third-party vendors.
You will need to demonstrate both drive and deep curiosity about how things work. You will be comfortable leading mixed groups of individuals from across multiple organisations in finding solutions to the issues being faced. And you will have excellent communication and relationship-building skills.
Why Datacom?

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