IT Problem Manager

5 days ago

Melbourne, Australia Country Road Group Full time

The Opportunity

Reporting to the IT Manager, you will be a part of one of Australia's largest Lifestyle Brand Houses, overseeing the IT Problem Management across our five iconic brands - Country Road, MIMCO, Politix, Trenery & Witchery.

As the IT Problem Manager you will manage the lifecycle of all IT Problems across the Country Road Group, by identifing, prioritizing and assigning responsibilities for problems and then managing them through the entire process solution.

What does the role involve?
- Manage, Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
- Coordinate, convene and facilitate major incident and problem review meetings within Services and other verticals
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
- Create and deliver external content regarding service disruptions
- Develop trend analysis and prepare service improvement plans to address identified gaps
- Ensure recurring incident resolution is addressed with urgency
- Manage and maintain information stored in the problem database i.e. ServiceNow

Who are we looking for?
- Experienced Problem Manager in a highly performing environment
- ITIL Certified
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
- Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers and architects

Why work for us?
- A competitive remuneration package, including an annual bonus incentive
- Generous employee discounts across Country Road, Mimco, Trenery, Witchery & POLITIX brands
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- An additional day of leave for your birthday
- A supportive, flexible and engaging environment that will support personal/professional development
- Be a member of a company committed to sustainable practices

About Us

The Country Road Group is one of Australasia’s largest fashion retail groups comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Our Values include being Customer Obsessed, Collaborative, Inspirational, Responsible and Dedicated to Quality. We are looking for highly motivated and passionate individuals to be part of the Group’s evolution and support each brand to realise their full potential.

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