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Select how often (in days) to receive an alert:Its a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.The RoleThe Senior Problem Manager is a critical leadership role within the IT Service Management (ITSM) Team, responsible for driving the strategic direction of Problem Management to enhance service resilience, reduce disruption, and improve operational stability. Utilising ITIL best practices, this role ensures the effective identification, analysis, and resolution of recurring incidents while embedding a culture of proactive problem management to prevent issues before they impact business operations.With a strong focus on root cause analysis, trend identification, and risk mitigation, the Senior Problem Manager will establish and refine Problem Management policies, processes, and governance structures to optimize service delivery. This position requires strategic decision-making to balance risk, cost, and service availability, ensuring alignment with business objectives and IT service continuity.The Responsibilities:Define and drive the strategic direction of Problem Management in alignment with ITIL best practices and business objectives.Establish governance frameworks to ensure Problem Management policies, processes, and procedures are adhered to across the organization.Provide expert guidance to senior leadership on Problem Management trends, risks, and opportunities to enhance IT service stability.Lead trend analysis, risk assessment, and predictive analytics to identify potential issues before they cause incidents.Collaborate with technical teams to implement preventative measures, reducing the recurrence of high-impact incidents.Develop proactive monitoring and automation strategies to improve service resilience and operational efficiency.Oversee in-depth root cause investigations to ensure accurate identification and resolution of underlying issues.Drive continual service improvement (CSI) by analysing incident data, identifying patterns, and implementing long-term solutions.Ensure that lessons learned from past incidents are systematically documented and applied to prevent future occurrences.Work closely with Major Incident Management teams to minimize business disruption during critical incidents.Ensure timely and effective problem resolution, balancing risk, cost, and business priorities.Define and implement post-incident review processes to assess impact, performance, and effectiveness of resolution strategies.Create and continuously update comprehensive dashboard reports specifically for Problem Management. These reports should cover key metrics such as problem volumes, root cause analysis outcomes, open known errors, accepted risks, service levels, vendor and support team performance against defined metrics, process breaches, and trends. Ensure these reports provide actionable insights for improving problem management processes.Conduct regular and thorough trend analysis to identify patterns in problem occurrences. Use this analysis to prevent repeat incidents, address underlying issues, and ensure the stability and reliability of services.Deliver regular and detailed updates to senior stakeholders on the progress of Priority Problems, including status, actions taken, root cause analysis, and any challenges encountered. Ensure these updates are clear, concise, and provide a comprehensive overview of the situation.Act as chair in priority incident conference bridges and during situation management meetingsClearly identify and communicate the business impact during major incidents and changes. Ensure stakeholders are well-informed and can make timely decisions to mitigate risks and minimise disruption.Clearly communicate any changes or improvements to the problem management process to stakeholders, ensuring they understand the benefits and implications of these changes.Use data from trend analysis and reporting to identify opportunities for improving the Problem Management process. Implement changes to enhance the efficiency and effectiveness of problem resolution and prevention.Promptly escalate service delivery shortfalls to ensure the best possible outcomes for the Medibank group. When such shortfalls are identified, work with vendor service delivery management and internal IT groups to identify risk, develop improvement plans, or seek service relief.About YouAt-least 8-10 years of experience specifically in Problem management.Sound knowledge with the information technology infrastructure library (ITIL) processes and terminology with particular emphasis on the functions within the incident, problem, change and configuration management modules.Proven ability to go above and beyond within problem management as well as a track record of driving accountability.Strong knowledge of different methodologies within problem management.A pro-active approach to service delivery and service management.Exceptional interpersonal and communication skills including the ability to motivate educate and drive people to achieve desired outcomes.An ability to work with a broad range of people from both a technical and business background.Experience in managing multiple stakeholders (technical and business) and proven capability in driving stakeholders, service partners and vendors to agreed service targets.An ambition/desire to lead best practice.Experience with the ServiceNow toolset.A sound knowledge of the health care and/or insurance industry is highly desirable but not essential.Imagine working with usWe understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And thats why were reinventing work.Imagine a workplace where work didn''t feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isnt a buzzword, its a reality.Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go toyou, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.Inclusion and AccessibilityWe believe in everyone''s potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ community including transgender and gender diverse applicants.For any adjustments or alternative formats during the recruitment process, please contact us at careers@medibank.com.au.To learn about our commitments and employee experiences, go to @2024 Medibank Private Limited. All rights reserved. ABN 47 080 890 259. #J-18808-Ljbffr