Job Title: IT Service Assurance Lead
Description:
We are seeking a skilled IT Service Assurance Lead to ensure the delivery of high-quality IT services to our business areas, including regional offices and depots. The successful candidate will handle service support and escalations, acting as the IT service representative.
Key Responsibilities:
1. Develop and maintain strong business relationships, effectively managing escalations and issues.
2. Support significant IT changes, ensuring thorough testing before production deployment.
3. Promote continuous improvement of IT services.
4. Manage service escalations and communicate service events.
5. Participate in 24/7 coverage for high-priority incidents.
6. Collaborate with the Major Incident Team and other stakeholders.
7. Work with SaaS suppliers to meet SLA requirements and review services.
8. Review and manage vulnerability reports and knowledge articles.
Key Accountabilities:
9. Ensure high-quality, efficient IT services.
10. Assist in service resolution to meet service level targets.
11. Meet regularly with stakeholders and suppliers to monitor service levels.
12. Drive continuous service improvement aligned with business needs.
Stakeholder & People Management:
13. Participate in major incidents and problem management.
14. Monitor key performance indicators and customer satisfaction.
15. Develop strong relationships with business colleagues and service providers.
Reporting and Quality Assurance:
16. Monitor performance indicators and address under-performance.
17. Agree on priorities and actions with key managers and service providers.
Audit and Compliance:
18. Manage IT services in line with business goals.
19. Identify opportunities for efficiency and innovation with technology suppliers.
Requirements:
The ideal candidate should possess extensive IT management experience, specifically in delivering IT services in multi-sourced environments. Strong interpersonal, leadership, and stakeholder relationship skills are also essential. Additionally, the ability to travel to main office locations as needed is required.
Skills and Qualifications:
20. Extensive IT management experience.
21. Experience delivering IT services in multi-sourced environments.
22. At least 5 years of senior-level customer service experience.
23. Strong interpersonal, leadership, and stakeholder relationship skills.
24. Excellent communication, translating IT issues into business terms.
25. ITIL Foundation Level certification preferred.
26. Strategic thinking with actionable delivery.
Behaviours:
27. Strategic, detail-oriented, and customer-focused.
28. Collaborative, assertive, and driven.
29. Strong decision-making and influencing skills.