Job Description
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:
1. Ensure high-quality, efficient IT services.
2. Assist in service resolution to meet service level targets.
3. Meet regularly with stakeholders and suppliers to monitor service levels.
4. Drive continuous service improvement aligned with business needs.