Senior Major Incident and Problem Manager role for days

Riepilogo posizione:

Position Summary
We have an exciting opportunity for a Senior Problem Manager to lead the problem management function.

Are you a passionate people leader, a team player, an analytical thinker with a strong back ground in problem and incident Management; if so then we could have the perfect role for you.

About the Role
The successful candidate will be working as the lead of a top performing major Incident and problem team under the critical reliability function within Express Europe. You will be reporting directly into the Manager of the CRT function.

In a typical day your responsibilities will include

• 
  Delivering and developing the overall technology problem framework, policy and operating model within FedEx Express Europe that sets the precedent for other regions.
• You will set the vision, priorities and requirements for service reliability and process improvements around problem management.
• Drive the target operating model with clear ownership, governance, and responsibility.
• Deliver a comprehensive knowledge management framework that ensures the wider teams understand lessons and knowledge uncovered as part of your teams’ work.
• Continuous drive for reliability; you will contribute to driving support teams to implement capabilities to proactively identify service risk and effectively mitigate; to optimise the approach for reacting to an identified issue.
• You will contribute to the delivery of continuous learning and improvement, identifying and mitigating future risks to our services.
• Leading reliability best practises to drive service protection through continuous enhancements of data trending analysis, predictive identification, engagement, technical automation, and communication.
• Coach, support, and mentor the problem analysts reporting into you through 121s, PDPs and team meetings.
• Act as an escalation point for your direct team and leadership on any problem reports or follow up.
• Set the reporting framework for problem management which will be presented to the Express Leadership team.
• Provide visibility to the accountable teams where a risk has been, or service improvement is required.
• Chair problem board meetings and any additional problem calls to ensure maximum output is delivered.
• Working with the Major Incident Team to ensure full 360 feedback on incidents and warm handover and knowledge transfer is completed during a critical issue.
• Manage the handling of the Major Incident function in the event your peer is on leave.

• A brilliant people leader with boundless optimism, passion, and experience.
• Experience of working within the Major Incident Process and the handling of a critical incident through its lifecycle.
• The ability to help set and contribute to a best-in-class operating model.
• Demonstrable experience of creating and delivering team objectives in line with company strategy.
• Experience of managing and motivating a high performing function and team.
• A Passion for culture and continual service improvement.
• You’ll have strong experience and a desire to deliver service excellence; to lead the function in parallel to the business priorities.
• Experience of analytics and reporting to board member level.
• Experience of rota and team management.
• You’ll have the skills, motivation and aptitude to lead in a high profile, fast paced environment which includes driving virtual teams, addressing immediate risks, as well as dealing with multiple complex situations all at once and across multiple countries.
• Comfortable with working across an extensive range of technologies. You will have a deep understanding and knowledge of the complex architecture and platforms that underpin our services which include middleware and Cloud.
• Highly visible, credible in gaining trust and building relationships with stakeholders at all levels with aptitude to influence, empower, guide and lead groups.
• Passionate about our business and the impact any IT issues can have.
• Keeping the customer at the heart of everything we do.
• Proven experience of driving satisfaction for the business with both our internal and external customers.
• Delighting customers is as important as your technical delivery.
• Experience of the ITIL processes and any relevant qualifications
• Experience working on Servicenow and O365 products.
• Excellent communicator on all levels.

• Flexible home working arrangements
• A generous pension package
• Private healthcare
• Training allowance
• Competitive salary

La filosofia alla base di FedEx pone i dipendenti al primo posto, un concetto che l’azienda prende molto seriamente. Siamo un datore di lavoro che opera nel rispetto delle pari opportunità e siamo aperti a una forza lavoro varia e inclusiva a cui offriamo opportunità di crescita senza alcuna discriminazione.

La nostra azienda

FedEx Express è una delle più grandi aziende di trasporto espresso al mondo e la rivista “Fortune” ci ha inserito tra le 10 aziende più ammirate al mondo. FedEx offre ogni giorno ai propri clienti soluzioni di trasporto e commerciali, servendo oltre 220 paesi e regioni in tutto il mondo. Possiamo usufruire di una simile rete globale grazie alla nostra eccezionale squadra di dipendenti, impegnati ad offrire l’eccellenza in ogni esperienza con FedEx.

La nostra filosofiay

La nostra filosofia P-S-P (People-Service-Profit) incarna i principi alla base di ogni decisione, norma o attività FedEx. FedEx si prende cura dei propri dipendenti e loro, di contro, offrono un servizio impeccabile necessario ai nostri clienti, che a loro volta ci premiano con la redditività necessaria a garantire il nostro futuro. L’elemento essenziale della forza propulsiva della nostra filosofia P-S-P è il suo essere un circolo chiuso, con i profitti riversati nell’azienda e investiti nel nostro personale.

Il nostro successo nel settore è il successo dei nostri dipendenti. Grazie alla nostra filosofia P-S-P creiamo un ambiente di lavoro che incoraggia i membri del team ad essere innovativi nel raggiungere la massima qualità possibile nei servizi offerti ai nostri clienti. Abbiamo a cuore il loro benessere e apprezziamo il loro contributo alla nostra azienda.

La nostra filosofia

Il nostro successo nel settore è il successo dei nostri dipendenti. Grazie alla nostra filosofia P-S-P creiamo un ambiente di lavoro che incoraggia i membri del team ad essere innovativi nel raggiungere la massima qualità possibile nei servizi offerti ai nostri clienti. Abbiamo a cuore il loro benessere e apprezziamo il loro contributo alla nostra azienda.