Business Application IT Process/Problem Manager

In this role, you will lead and own the Problem Management function across IT Operations, ensuring effective identification, analysis, and permanent resolution of underlying issues impacting service stability.

The role is responsible for driving a proactive, data-driven approach to incident prevention, embedding strong governance across the problem lifecycle—from root cause analysis through fix delivery and validation.

Effective communication within a multi-vendor environment is critical to ensuring seamless execution of operational governance, alignment across stakeholders, and successful delivery of sustained service improvements.

Job Description

Responsibilities

• Definition, documentation, implementation and effectiveness monitoring of all processes (Event, Incident, Problem, Change, Configuration, transition, service level, supplier management, continual service improvement etc.) for all domains within the IT Business Application department across Canon EMEA on 1st, 2nd and 3rd line of support. Ensure close collaboration on these operational process between Service Desk (1st line) local (2nd) and central teams including suppliers (3rd line).
• Implement and maintain reporting on processes and requests used within Business Application IT operations. Introduce AI tooling for ticket analyses and initiate improvement actions for reducing tickets/shift-left. Provide input for reporting required by service delivery.
• Responsible for service level reporting showing quality of service. Work with domain managers and Local IT Managers to ensure SLA performance is known and maintained. Support on CIO reporting.
• Ensure that assets/configuration items assigned to or owned by service domains are registered and up to date. Ensure that CI lifecycle process is established and maintained for central and local teams.
• Liaise with IT compliance and Business Application IT operations domain/local managers to make sure that the service management controls (change, incident, problem, configuration, etc.) are effective and evidence is provided on time and remediations are planned and delivered as planned.
• Coordinate supplier management. Make sure all supplier management activities such as service level reporting, service improvement plans, and service review meetings are performed and recorded.
• Ensure that continuous service improvement is maintained and monitored. Motivate Central, Local and Service Desk to identify and implement improvements.
• Carry out process maturity assessments. Utilise the assessment output to create improvement activities that mature the processes. Define the maturity targets for each process.
• Define KPIs for all processes and report against these KPIs.
• Manage Business Application IT operations service catalogue and perform regular reviews to keep all services up to date. Also support and manage distribution list for effective communication.
• Identify and implement or assist with ITSM tooling improvements.
• Ensure onboarding of new services is done in a standardised manner and all attributes of services and their management are updated.
• Identify new process innovations and implement these within Business Application IT operations. These may be from ITIL updates or technology/tooling driven, and maintain documents/SOPs.
• Coordinate incident volume and backlog management activities with tower manager, including suppliers. Ensure KPIs are in place for this and actively monitored.
• Liaise with Quality Management teams on all process matters, effectiveness of processes, monthly/quarterly reporting, continual service improvement and operational excellence.
• Run regular internal and external meetings for problem management and RCA analysis; this includes on-duty support management and participation.