Overview
Drive performance, inspire confidence—be our Head of Service Assurance.
The Head of Service Assurance will be responsible for providing customers with pro-active insights, data, analytics, and recommendations to optimise their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licences, lifecycle management, renewals, end of life hardware, etc., while optimising the customer’s cost base.
In this role, you will develop and implement service assurance policies, procedures, and best practices across all Intercity Service towers. You will monitor and report on service metrics, SLAs, customer feedback, and incidents to identify and resolve service issues, conduct problem management, manage risks, and close gaps. You will support the planning and execution of service improvement initiatives and projects.
The Head of Service Assurance will also support contract management to ensure the effective and efficient management of contracts throughout their life cycle for in-life add moves and changes.
Responsibilities
* Customer-Centric Excellence: Collaborate closely with customers to understand their needs and challenges. Use data, analytics, and best practices to provide tailored recommendations that optimise their service experience.
* Commercial Acumen: Analyse customer contracts, licenses, and lifecycle management to identify new revenue opportunities and enhance customer satisfaction.
* Service Assurance Leadership: Develop and implement robust service assurance policies and procedures across all Intercity Service towers. Monitor service metrics, SLAs, and customer feedback; proactively address issues, manage risks, and bridge gaps.
* Organisational Change Champion: Support organizational change by ensuring robust systems for performance evaluation, development, communication, monitoring, and reviews to enable a dynamic and agile environment.
* Collaborative Leadership: Lead multi-disciplinary project teams, foster internal and external partnerships, and promote collaboration and innovation.
* Continuous Improvement Advocate: Drive capability procedures and contribute to a culture of efficiency and excellence within Intercity Technology.
* Team Leadership: Manage and lead a team of service assurance colleagues responsible for monitoring, troubleshooting, and escalating service issues promptly.
* Stakeholder Engagement: Engage with senior managers and stakeholders to understand service expectations and requirements and build strong relationships to ensure alignment.
* Data-Driven Insights: Create and maintain service assurance reports, dashboards, and feedback mechanisms to guide service enhancements and customer satisfaction efforts.
* Strategic Roadmaps: Develop technical roadmaps and continuous service improvement (CSI) plans with customers to shape future success.
* Cross-Functional Collaboration: Work with tech services, operations, customer service, and sales teams to ensure seamless service delivery.
* Quality Standards and Best Practices: Establish quality standards and procedures, communicate expectations, and monitor adherence to standards.
* Customer Satisfaction: Assess and exceed customer expectations through service excellence.
* Service Level Agreements (SLAs): Oversee activities of the Service Assurance team to maintain adherence to best practices and SLAs.
* Problem Management and Improvement: Develop problem management strategies and service improvement plans using strong analytical skills.
* Quality Assurance: Conduct inspections of quality operations and promptly report issues to maintain high standards.
Experience and Knowledge
* Ideally degree educated or equivalent
* ITIL Foundation
* Lean 6 Sigma
* Experience of CRM and ITSM Systems
* Strong experience in an MSP
* Deep understanding of technologies within our portfolio
* Evidence of building multi-disciplinary teams
* Good understanding of financial management
* An understanding of HR management
* Knowledge of Managed Service industry
What We Offer
* 38 days holiday (inclusive of bank holidays)
* Annual pay reviews
* Holiday buy scheme
* All-company bonus scheme
* Death in service cover
* Employee assistance programme
* Company pension
* Active social calendar
* A strong focus on developing our people
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our Vision
Our Vision Is To Be The Best Technology Partner To Work For And With. We are proud of our achievements so far.
* Customer Net Promoter Score of +92
* Gold Award Investors in People Accreditation
* 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024: The no. 1 best telecoms company to work for; 9th best mid-sized company in the UK to work for; 7th best company in the West-Midlands to work for; Platinum Eco Vadis rating
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks to ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner; for more information please see our privacy policy on our website.
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