ISS Problem Manager

Job Titles:
IT, Telecomms and Communications
£55,000 to £60,000 per annum
Contract Type:


Role specification.

Business Services – Information Systems & Strategy
Job title: ISS Problem Manager
Department: ISS
Location: Colchester
Reporting to: ISS Service & Process Manager
Grade:  XD40


Perform the management of both reactive root-cause analysis and proactive trend analysis across ISS
The ISS Problem Manager is a key role in driving our ISS Operational Excellence strategic year on year goals of:
• Faster resolution of IT issues
• Reducing volume of IT issues
• More efficient use of resources
• Year on year improvement of IT Services
• Effective management of Risks
• Greater transparency
• Effective Service Management Reporting

The role is responsible for:

• Managing problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality and conformance standards; co-ordinate ISS staff and Customers to ensure accurate and appropriate communications during Problems;
• Drive effective Problem Analysis through teams towards establishing root causes, preventive actions and solutions eradicating incident re-occurrences
• Reducing business impact of incidents through documentation and publishing of validated workarounds

• Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets
• Produce Trends Analysis of recurring problems/incidents - extract trends on incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with ISS Teams to review recurring problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
• Conducting regular process maturity assessments - identifying strengths and weaknesses around quality, conformance, process and technology 

Management of the Major Incident Reviews (MIR):-
• Ensuring teams provide accurate service recovery timelines and business impact in delivering draft report to senior management within 24 hours
• Continued influence on teams in capturing problem analysis activities within Axios assyst
• Chairing MIR meeting 3 days after major incident occurrence with final draft circulated to senior management

Simply put, this role’s success will be measured by our Customers IT Services feedback and benchmarking against other legal firms’ maturity

Key Dimensions
Budget, Headcount, other relevant resources that illustrate the scope and scale of the role. These maybe Financial – e.g. Annualised Revenue Budgets and / or Costs that The Role has direct or indirect impact / influence on. The role does not have to be the budget holder, e.g. an HR role may influence payroll costs, an IT role may influence system or project costs. Other dimensions maybe headcount, number of locations, transaction volumes or any other relevant indicators of the scale of resources controlled and / or influenced by the Role.

Service Reporting & Governance:
• Ensures plans are in place to deliver Problem Management to ISS service targets and on going scorecard performance reporting
• Chairs ISS wide Service Forums and Major Problem Reviews
• Maintainer of the Problem process library, tools, Validated Workarounds and Known Error database
• Direct management of Problem Management, process and Problem records in assyst

IT Risk:
• Ensuring all known IT risks are captured and maintained in the ISS Risk Register

• Promoting or proposing Continual Service Improvement Programmes (CSIP) to meet targets or respond to specific service problems

• Pro active engagement across a Global Law Firm to ensure the service agenda maintains its suitability and to help promote the service agenda firm wide
• High quality , timely and valuable communication which enhances ISS credibility
• Identifying training requirements for teams

Key contacts: The main relationships required to achieve the role purpose – describe the contact and the reason for the contact. For example: “Office Heads to facilitate timely submission of monthly forecasts”, “Office Heads to review and establish reasons for budget variances”, “Office Heads to assess performance against budget and agree required actions to address variances”.

In department: 
Service and Process Manager
Head of Service Delivery
ISS Service and Support Management team
Regional IT Support Managers
Managers and Technical Leads of each ISS function.

In the firm:

Business representatives (as required)
Business services functional Managers ( Finance , HR)

External Service management forums / institutes
Service management suppliers / vendor.

Characteristics, Skills & Experience required:


Location: Colchester, with ability to travel to London as required.


Strong individual with the ability to communicate and negotiate at all levels

Good organisational skills plus the ability to motivate people across the firm to provide solutions

Good interpersonal, active listening and presentation skills

Good at influencing


Clear and structured thinker

Articulate and confident communicator

Technical Essentials:    

Good understanding of leading industry enterprise technologies, namely:-

  •  Windows server 2008
  • Exchange 2010 / 2013
  • Citrix Xenapp 6.5
  • Netapp
  • ITSM Toolsets, Axios assyst v10

Technical Desirable:

Technical ‘hands-on’ knowledge of technologies mentioned

Education / Qualification Essential:

Degree calibre

In depth knowledge of ITIL v3

Education / Qualification Desirable:

ITIL v3 Certification (Service Operation and/or Service Transition) or higher

Problem Analysis qualifications e.g. Kepner Tregoe


Good written and spoken English

Practical Experience Essential:

A proven and established Problem Manager within Global / distributed organisations.

Demonstrable customer management / service skills.

Practical Experience Desirable:

Legal sector or partnership