Global Problem Manager - Can you help us solve our Problems?

Job Description


Are you passionate about getting to the root of issues and solving those once and for all? We offer you a great opportunity to make a difference in an expansive global organization with focus on cross organizational Problem Management.
Today’s advanced sourcing mix and multivendor based delivery model requires strong process governance and support to ensure maximum efficiency and stability in our tech deliveries to business. As a result, we need to strengthen our capacity and experience in the management area of our ITSM processes.
We are looking for an experienced Problem Manager who will join our global team and be responsible for the delivery of the Problem Management Processes. Your mission is to drive and coordinate complex problems across the organization ensuring focus upon root cause analysis and resolution. You will interact with stakeholders at all levels of management and work alongside local problem managers around the world by managing existing recurring incidents as well as long term solutions in an agile work environment. You will work proactively by analyzing trends and historical data to ensure high quality in our common data processes. Currently, the team consists of three problem managers that focus on delivering with excellence.
Your responsibilities
In this role you will lead and prioritize throughout the value chain to ensure a smooth problem flow by making sure that appropriate actions are taken with minimal downtime to systems and services. You will also follow up and establish a good relationship with local problem managers and support teams when handling escalated problems. You will be involved in making sure that we are working in the best way possible by setting up and following up on processes. Furthermore, you will:
Lead task forces to solve problems through Root Cause Analysis
Manage communication related to problems and defined stakeholders
Handle operational management of temporarily allocated resources
Be accountable for RCA reports being written and assure the quality
Participate in analysis and continuous improvement of the problem process
Provide management information about Problem Management quality and operations
Ensuring training material and sessions to improve process adherence
Establishing and monitoring KPIs of the process
Use modern ITSM tools like Service Now
Initiate lessons learned activity when required

Who are you?
Management and communicative skills are essential to be successful in this role and therefore we are looking for someone that is collaborative, positive, and energetic who easily connects with people and builds trust and relationships at all levels. We believe that you have a broad technical understanding. Preferably you have experience within service desk work or other operational teams, troubleshooting and solving issues and working with problem management. You are a problem solver, enjoy challenges, teamwork and have a strong customer service mindset. We also believe you have:
Process strategy, documentation, and performance management skills
Experience of process design and roadmap creation
Have the interest and knowledge of analyzing data from various reports
The ability to work cross functional and drive continuous improvement work
The ability to think proactively in your daily work
Have a flexible, driven and solution-oriented mindset with the ability to “think outside the box”
You are open-minded and like challenges within a fast-paced environment
You work accurately, methodically, and structured and are self-motivated
Strong communication skills in English/Swedish (written and spoken)

Who are we?
H&M Group is a family of brands with the desire to make great design available to everyone in a sustainable and circular way. Rapid technological development is transforming the fashion retail industry. We are seizing this opportunity to not only challenge ourselves, but the whole industry with the aim of being the most impactful ecosystem. We operate on a large scale across 74 markets. From AI to data-driven business development, user experience to engineering, we turn business challenges into innovative tech solutions – making H&M Group a global leader in combining tech, fashion, and design.
What we offer!
Besides the obvious perks such as staff discount card, flexible work life, learning communities, wellness benefits, parental benefits etc. you are joining a unique value driven culture, a large tech network and community where you can be yourself. There are endless opportunities to experiment and grow in any direction that you want and when you grow, we grow. Being a major player gives us countless opportunities to make a real impact and shape the future.




Additional information


This is a full-time position with placement in Stockholm, Marievik. We will review and interview on-going, apply as soon as possible but no later than 21 of January 2022. Due to the upcoming Christmas holidays, response times may be longer than usual. If you have any questions about the role, please contact Karin Toyler, at karin.toyler@hm.com, and about the recruitment process, please contact Helena Larbo, at Helena.larbo@hm.com.
We look forward to receiving your application!