Job Title: IT Service Assurance Lead - Utilities Experience Reports To: Product Group Manager
Salary Range: Competitive
Purpose of the Role:
Ensure IT services are effectively delivered and maintained for specific business areas, including regional offices and depots. Handle service support and escalations to meet business needs and act as the IT service representative.
Key Responsibilities:
Build and maintain business relationships, managing escalations and issues.
Support significant IT changes, ensuring full testing before production.
Champion continuous improvement of IT services.
Manage service escalations and communication of service events.
Participate in 24/7 coverage for high priority incidents.
Collaborate with the Major Incident Team and IT Service Assurance Lead.
Work with SaaS suppliers to meet SLA requirements and review services.
Review and manage vulnerability reports and knowledge articles.
Key Accountabilities:
Ensure high-quality, efficient IT services.
Assist in service resolution to meet service level targets.
Meet regularly with stakeholders and suppliers to monitor service levels.
Drive continuous service improvement aligned with business needs.
Stakeholder & People Management:
Participate in major incidents and problem management.
Monitor key performance indicators and customer satisfaction.
Develop strong relationships with business colleagues and service providers.
Reporting and Quality Assurance:
Monitor performance indicators and address under-performance.
Agree on priorities and actions with key managers and service providers.
Audit and Compliance:
Manage IT services in line with business goals.
Identify opportunities for efficiency and innovation with technology suppliers.
Key Skills:
Extensive IT management experience.
Gas Experience
SCADA Experience
Experience delivering IT services in multi-sourced environments.
At least 5 years of senior-level customer service experience.
Strong interpersonal, leadership, and stakeholder relationship skills.
Excellent communication, translating IT issues into business terms.
ITIL Foundation Level certification preferred.
Strategic thinking with actionable delivery.
Ability to travel to main office locations as needed.
Behaviours:
Strategic, detail-oriented, and customer-focused.
Collaborative, assertive, and driven.
Strong decision-making and influencing skills.