Problem Manager

In DSV, we strive to have stable and reliable services. To further strengthen our Problem Management Department, we are looking for an experienced Senior Problem Manager. Here, you will be responsible for managing IT problems on our IT systems and services in close collaboration with experts, service & capability owners, and leaders at all levels across Global IT.

You will be part of a dedicated team of Problem Managers, working closely with the Incident & Major Incident Management teams. Your work address will be in Warsaw, Poland, at our Shared Service Centre in Mokotow.

Investigator, Coordinator, and Quality Assurance Manager.

As a Problem Manager, you will collaborate with experienced senior support tier teams on service problems across the full stack (Applications & Infrastructure). Your focus will be to manage resources across our Group functions and verticals to ensure timely identification of causes and implementation of resolutions to support the business. This requires a keen eye for spotting gaps in processes and standards while building a sound knowledge of the organization. The culture in Global IT is characterized by a high change pace, fast decisions, and a commitment to meet deadlines.

Furthermore, your assignments will be to:

• Drive service improvement efforts across teams to achieve and maintain service stability and SLA performance.
• Lead problem meetings and guide involved resources to focus on solving the problem.
• Continuously be on the lookout for and suggest actionable service metrics improvements to promote positive changes.
• Establish and maintain positive and effective relationships with other teams and Service and Capability owners.
• Proactively and constructively escalate problems.
• Continuously enhance your knowledge and the knowledge of the teams you manage.

Your background:

You are an experienced Problem Manager who understands how large IT organizations work. It is an advantage if you have experience with management and governance. You are used to work with profiles at all levels, ranging from technical experts, Managers, and demanding VPs. Your people and communication skills are an asset to you. You are fluent in our corporate language, English.

If you have experience in leading Major Problems (Taskforces, priority investigations), that will be a big plus. This includes aligning and reporting to IT Executives while managing resources from different support teams on multilayered problems.

As a professional, you think “Users and Business first.” You work goal-oriented, and your personality is driven by progress.

• Knowledge of ITIL processes, ISO standards, and frameworks is an advantage.
• A systematic approach to solving problems is a must.
• You have the ability to lead stakeholders into making rational decisions.
• Your work is transparent, and you do not mind being in the spotlight.
• You thrive with a high pace of work in periods.

What we offer:

• Employment contract
• Private medical care
• Comprehensive onboarding program
• Buddy
• Work-life Harmony
• Modern eco-office
• Comfortable ergonomic office
• Scandinavian work culture
• Internal training catalogue
• Culture of feedback
• Internal transition program
• Holiday gifts
• Sport groups
• Bike parking

About Global IT

Global IT delivers IT services to 80 countries across the globe in all time zones. We have dedicated IT colleagues across the globe with major IT Hubs in Denmark, Poland, Manila, Portugal, India, South Africa, and Mexico.

nr.ref. ISS/GIT/PM/215