Problem & Incident Manager

7 months ago

St Peters, Australia Endeavour Group Full time

**Company Description** Let’s create a more sociable future together**

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you
- ** Bring your passion and feel the energy**:

- ** Work within an industry leading business**:

- ** Completely flexible working, vast growth opportunities**

As a **Practice Manager** you will be responsible for the performance and optimisation of service management processes supporting the Endeavour Group business through technology services. Working across the breadth of the Endeavour business, you will help to ensure the reliability and availability of our services while supporting and contributing to a culture of improvement and enhancement. This role will have a specific focus on Incident Management and Problem Management and will come with a requirement to participate in the Major Incident Management on call roster.

Sound good? Read on.

Here is a taster of what you can expect in this role:
**Problem Management**:

- Manage the problem management process, including facilitating root cause analysis, investigation, and implementation of permanent fixes.
- Analyse incident trends to identify underlying problems and implement proactive measures to prevent recurring incidents.
- Collaborate with technical teams to prioritise and implement problem resolutions based on business impact and risk.

**Incident Management**:

- Lead the incident management process and improvement activities
- Coordinate with IT support teams to identify, diagnose, and resolve incidents promptly to minimise business impact.
- Implement incident escalation procedures when necessary to ensure timely resolution and communication with stakeholders.
- Run Major Incidents as the Major Incident Manager and be available for on-call MIM rostering.

**Process Improvement**:

- Continuously review and refine incident and problem management processes to improve efficiency and effectiveness.
- Identify opportunities for automation and tool enhancements to streamline incident and problem resolution workflows.
- Collaborate with cross-functional teams to implement best practices and standards for incident and problem management.

**Communication and Reporting**:

- Communicate incident status updates, resolutions, and root cause analyses to stakeholders, including IT leadership and business partners.
- Prepare and present regular reports on incident and problem management performance, trends, and metrics.
- Ensure transparency and alignment with stakeholders regarding the status of ongoing incidents and problem investigations.

**General**:

- Manage the risk controls and compliance to Service Management practices across the respective groups, including internal and external partners.
- Promote a culture of improvement and automation across the Endeavour Group technology landscape.
- Build and maintain relationships with Endeavour Group technology and operations teams to support and embed Service Management practices.
- Identify and manage risks, issues, assumptions and dependencies for the service management portfolio.
- Understand and provide guidance on the business strategy and align process and policy to support.
- Provide leadership, experience, coaching and training across the Endeavour Group environment.

**Qualifications**
Now let’s talk about you:

- ITIL v3 certification highly desired
- ITIL 4 understanding.
- Demonstrated knowledge & experience in incident management and problem management with a good understanding of technology service practices.
- Practical experience in Problem Management methodologies, KT, 5 Whys, Ishikawa Diagrams etc.
- Experience working in a Digital, eCommerce environment is desirable
- Experience working in a complex, multi-vendor enterprise environment is highly desirable.
- Demonstrated ability to work within the constraints of process, whilst also thinking outside the box.
- Strong analytical and statistical capabilities, and the ability to present data in the context of business requirements.

**The benefits are good too**
- We offer flexible working in every sense
- An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
- Monthly meeting-free days
- Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
- Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so

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