INCIDENT AND PROBLEM PROCESS OWNER

Incident and Problem Process Owner – Job Profile About Us GKN Automotive is the market leader in conventional, all-wheel and electrified drive systems and solutions.
With a comprehensive global footprint, we design, develop, manufacture and integrate an extensive range of driveline technologies for over 90% of the world’s car manufacturers.
Role purpose The Incident and Problem Process Owner plays a crucial role in designing, implementing, managing, and maintaining the Global Incident and Problem processes across all IT related functions as part of our IT Service Management Team and being the focal point for incidents across the organisation.
Key responsibilities Process Design and Implementation Utilising ITIL as framework, best practice and exploiting previous experiences in a complex changing organisation, design and implement processes to develop our Global Incident and Problem Management initiatives.
As a critical member of the Service Management Team, work closely with key stakeholders across the IT and Business functions to ensure common understanding and working practices are adhered to whilst continuously seeking ways and methods to improve.
This position demands a deep understanding of ITSM utilising ITIL framework working to ISO standards ensuring standardised, simplified and scalable operations.
Incident Management The focal point for the life-cycle of all Incidents and significant Business interruptions ensuring all vital processes are followed; stakeholders are communicated in a timely manner and the Business functions are returned to normal levels within acceptable timeframes.
Continuously improve to minimise the impact to the operations of the Business operations via managed simulations and desk-top exercises..
Problem Management Working with key stakeholders and the Service Management Team.
Analysing, root-cause-analysis and life-cycle of problems.
Conducts problem reviews and document learned lessons, closes problems and communicates to stakeholders, monitors the issue and known error resolution progress, taking the necessary actions.
Values & Behaviours Builds networks and Relationships Effectively builds formal and informal relationship networks inside and outside the organization.
Demonstrable ability to drive engagement where people are motivated to do their best to help the organization achieve its objectives.
Driving Continuous Improvement Knows the most effective and efficient processes to get things done, with a focus on continuous improvement and creates new and better ways for the organization to be successful.
Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Anticipates and balances the needs of multiple stakeholders.
Skills Professional Experience Demonstrable industry experience in defining, implementing and managing Incidents and acting as an Incident Manager in a complex organisation that is experiencing significant change aligned to both best practice, ITSM and ITIL frameworks audited to ISO standards.
Ability to help drive strategic improvements and able to easily transition to tactical involvement and engagement.
Experienced in LEAN IT techniques ensuring both effective and efficient services are being provided whilst constantly looking to improve.
Superb communication and engagement skills across a diverse global organisation.
Certifications and Additional Skills ITIL Certification (Required), ITSM (Required) ISO (experienced), TISAX (experienced), LEAN (practitioner) Education Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field or relevant industry experience.