Description and Requirements

Reporting to the Global Problem Manager, you will assist with the management and governance of the Dyson global Problem Management process across all areas of Dyson IT.

Market Overview:

Dyson HQ is home to over 3,500 people who work across a medley of engineering and commercial functions. The award-winning campus has three cafes, a sports centre and a number of engineering icons including our Harrier and Lightning jets – one of which hangs from the ceiling of our café. Based in Malmesbury, the campus is within easy reach of both the Cotswolds and cities like Bath and Bristol along the M4 corridor.

Function Overview:

The End User Services Team delivers world class Service Desk and End User Computing Services to Dyson’s global employees (circa 11,500 users), they act to ensure that ITIL aligned governance and standards are adhered to across all aspects of IT globally. Focusing on driving continual improvement into the end user services space in light with Dyson’s growth, the team establish and maintain strong relationships with the business, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.

Accountabilities:

  • Assisting the Problem Manager to define the problem management principles, processes and procedures;
  • Continuously improve problem management analysis and reporting; enforce and actively promote the problem management process and best practice across Dyson IT globally ·
  • Working alongside the Problem Manager and with team leads and third parties, assisting with the identification, classification and prioritisation of problems · 
  • Identifying the root cause, actions required to resolve a problem and eliminating recurring incidents 
  • Ensuring resolutions are implemented through the change management process 
  • Produce regular and ad hoc problem management reports, ensuring that the information is delivered within agreed timescales 
  • Providing support and guidance and training to internal customers of the problem management function, ensuring that strong relationships are built 

Skills:

  • Good understanding of technology and process optimization techniques e.g. standardisation, consolidation, simplification and automation and an appetite for continuous improvement. 
  • Strong knowledge of ITIL Problem Management Knowledge of ITIL Incident and Change Management Understanding of project lifecycle stages 
  • Knowledge of IT service desk tools ideally ServiceNow ITIL v3 trained
  • A natural problem solver 
  • Ability to effectively assist in the communication of Problem Management policies and processes 

Benefits Overview:

  • 27 days holiday plus eight statutory bank holidays 
  • Pension scheme 
  • Performance related bonus
  • Life assurance 
  • Sports centre 
  • Free on-site parking 
  • Lift share scheme 
  • Subsidised café and restaurants
  • Discount on Dyson machines