Problem and Continuous Improvement Manager

Job ID




Problem & CI Manager

Location: Reading (remote and flexible working available)

We are seeking a Problem and CI Manager to proactively manage all aspects of Problem Management and CI Service on behalf of the Senior Problem and CI Manager 

You will own and relentlessly manage the delivery of Problem Management and CI services by the supplier ecosystem to achieve agreed business outcomes and performance targets set by EE/BT, Three and the MBNL Board.

What you will be doing:

  • Assuring Supplier Performance for all Problem Management and CI Services and supporting processes (including Reactive & Proactive Problem detection, categorisation and prioritisation, Root Cause Analysis, Known Error Management, Risk Management, Knowledge Management, Service Limitations) and associated KPIs/PIs, in line with the Contract and the SOM, for which MBNL are accountable
  • Support the shareholders (EE/BT and Three) with Problem Management and CI Services for which they are accountable
  • Act as the Customer interface to the Supplier on Problem Management and CI Services
  • Based on data analysis, shareholder feedback on customer experience (direct or indirect) or industry knowledge, drive behaviours within Supplier and Identify opportunities for Continuous Improvement in Problem Management Services for which MBNL are accountable
  • Identify Network and Business Risks from the function, and raise into appropriate forum
  • Support Senior Problem & CI Manager in any BAU, project/workshop/discussions where Problem Management & CI services which MBNL are accountable for may be impacted, and/or could support
  • Act as Problem Management SME on behalf of MBNL TNS 
  • Ensure supplier maintains excellent standards of analysis and decision making in Root Cause Analysis and identification of Known Errors, that Workarounds are deployed where possible and appropriate with all side effects understood, and CI proposals are made representing value and return on investment
  • Assure that the MSP are capturing high quality information throughout the lifecycle of a problem (capture, progress, closure), and record all information within the problem record
  • Ensure MSP Proactively identifies opportunities to enhance the problem management & CI service effectiveness
  • Ensure MBNL deliver their obligations to support the MSP providing their problem and CI service
  • Ensure the MSP delivers an Event Prediction service that accurately forecast Events and the MSP’s Proactive Problem Management Service takes steps to prevent Incidents
  • Work collaboratively across Service Assurance and Service Operations functions to ensure Incident Categorisation discipline which enables Problem Management analysis

Key experience

  • ITIL foundation certification (V3 or V4) 
  • Problem management or CI background within telecoms or IT Infrastructure
  • Experience of cross-functional working and the ability to demonstrate a collaborative approach with regards to building key relationships across the business and with external partners
  • Strong influencing skills across all levels of business
  • Good technical understanding of mobile infrastructure (desirable) 
  • Understanding processes used in a telecoms / operations environments including incident management, problem management, change management and CSI.

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