Head of Problem Management, DCC  City, Manchester, United Kingdom,


Title: Head of Problem Management, DCC

Location: Manchester


The Data Communications Company is responsible for the delivery of the shared infrastructure needed for energy suppliers to roll out 53 million electricity and gas smart meters by 2020. The DCC Licensee (Capita) is responsible for managing the smart metering service on behalf of its users and contracts with, and manages, the data and communications service providers.

Under its licence, DCC has an obligation to roll out smart meters to more than 99% of the properties in Great Britain, including the need to convert the already-installed SMETS1 meters onto the DCC infrastructure and to facilitate faster switching for consumers.

The role:

The DCC is actively seeking a further highly skilled, experienced and motivated Head of Problem Management for the opportunity to join one of the most talented and dynamic teams in the UK supporting this prestigious programme.

In delivering a successful DCC service, it is critical that the problem management process is equal to the scaling and functionality demands placed on it by the Energy Industry, exercised through the Smart Energy Code (SEC).

In the role you will work closely with other functions within Operations, CTO, and Service Provider teams to become a key figure in the DCC for delivering excellent customer service. This is an exciting opportunity in a highly dynamic environment with a multi-layered systems landscape making the task of identifying root causes all the more challenging.

You will have the ability to operate at a level that provides a strategic view across this complex landscape combined with the drive and determination to absorb a significant amount of information to ensure high quality service delivery and improvement of customer service satisfaction (both internal and external).

Experience of Problem Management in a comparable environment will be essential.

Experience & skills:

· Previous telecoms and/or energy sector experience

· Experience of managing Problem Records in a heavily regulated environment

· Thorough understanding of Service Operations ITIL processes

· Effective risk management

· Audit and Governance

· Standards, ISO27000, ISO20000, ISO9000, ISO22301

· Major programmes of work

·BMC Remedy ITSM experience

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

To apply by email to this position, please send your CV and covering letter to the following link:

Please quote reference number JobG8 -6698-630193946-TITC