Role Title: Service Assurance Specialist Reports to: Service Assurance Manager Location: Hybrid working environment (Paddington - London, with occasional remote) Role Type: Permanent, Full-time Let’s step back a second - how do we say our name? Well, it sounds like ‘view’. It’s also a lot shorter than saying ‘Viewed Impressions for Out of Home’. We’re making it easy to sell and buy digital out of home (OOH) inventory. Our premium marketplace is connecting buyers and sellers, across the globe, simply. We are working to transform the industry and we believe it’s important to connect OOH and digital advertising to deliver brand experiences and more meaningful outcomes for agencies and advertisers. Join us as we build out the leading, global out of home (OOH) marketplace. Simply put, it’s our mission to make it easy to buy and sell OOH inventory. Role OverVIOOH The Service Assurance team at VIOOH is responsible for supporting the technology organisation’s service management functions by owning, executing, reporting on, and improving policy and process around key ITIL practices (e.g. incident, problem, change, SLA, and security management). This involves managing major incidents, maintaining accurate records, ensuring that problems and improvement actions are delivered on, and representing technical operations across the broader business. What we’ll expect from you Following and enforcing ITIL-derived processes and documentation to enable efficient execution of the Technical Operations function Maintaining records such as assets, changes, root cause analyses, problems, known errors, and compliance risks, and managing these to resolution with relevant teams Ensuring that best practice is carried out, and ensuring that non-compliance reports are created, consumed, and acted upon. Analysing and reporting on operational workload, identifying improvement opportunities, and driving down incidents and compliance failures through policy and process improvements. Supporting business-wide IT Service Management processes (e.g. change management) Proactively communicating with internal stakeholders to share updates on ongoing issues, to measure satisfaction, and to consult on process improvements. What we want from you 1 years experience in a similar role Experience of working in an ITILv4 compliant environment Experience of working in ISO (e.g. 9001, 20000, 27001) compliant organisations Comfortable working under pressure and managing crises Experience working with the Atlassian suite in an Agile organisation Process and relationship management experience Strong communication and stakeholder management ability Industry experience in Programmatic and Adtech is strongly desirable Personal characteristics Demonstrable experience in critical thinking, complex problem solving, and troubleshooting Excellent written and verbal communication skills A thorough, detail-oriented, and methodical approach to structuring and organising personal workload Takes ownership of problems and works autonomously to ensure resolution Self-motivated and agile, able to respond to the needs of a growing business Make timely and sound decisions regarding complex issues, ensuring broad understanding of the rationale and implications VIOOH is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.