Service Assurance Lead

JR United Kingdom; Portsmouth; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Assurance Lead to enhance IT service delivery for End User Computing. This role is pivotal in managing relationships with IT service partners and ensuring alignment with business needs. You will oversee service escalations, drive continuous improvement, and engage with stakeholders to optimize IT services. If you have a strong background in IT service management and a passion for customer satisfaction, this opportunity offers a dynamic environment where your contributions will significantly impact service quality and efficiency.

Qualifications

• Extensive experience in IT service management in multi-sourced environments.
• 5+ years in customer service, preferably in a senior role.

Responsibilities

• Build and maintain relationships to support service escalations.
• Oversee IT changes, ensuring comprehensive testing before deployment.

Skills

IT service management

Customer service

Leadership

Change management

Stakeholder relationship building

ITIL experience

Continuous improvement mindset

Problem-solving

Strategic thinking

Job description

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Reports to: Service Assurance & Quality Manager / Product Group Manager

Role Overview:

As the Service Assurance Lead, you will be responsible for ensuring the effective delivery of IT services for End User Computing (EUC), including computers, phones, printers, and meeting room equipment. This role involves managing the relationship with IT service partners, overseeing escalations, and ensuring the alignment of services with business needs. You will act as a key point of escalation for service disruptions and collaborate with business stakeholders to drive service improvements.

Key Responsibilities:

• Build and maintain relationships with operational staff to support service escalations and resolve issues.
• Oversee significant IT changes, ensuring comprehensive testing before production deployment.
• Champion continuous improvement and optimization of IT services.
• Manage service escalations with ITSM partners and the Service Quality & Assurance team.
• Communicate service events, outages, and disruptions as part of the Major Incident Management process.
• Participate in 24/7 coverage for high-priority incidents or those with significant business impact.

Key Accountabilities:

• Ensure quality, cost, performance, and efficiency of end-to-end IT services.
• Support service resolution, aiming to exceed service level targets and minimize business impact.
• Regularly engage with senior business stakeholders to ensure service levels are maintained.
• Drive a culture of continuous service improvement through the creation and management of improvement plans.
• Align business service requirements with service improvements and new demands.

Stakeholder & People Management:

• Participate in Major Incident and Problem Management activities.
• Monitor KPIs, including customer satisfaction, and address underperformance.
• Build relationships of trust with business colleagues and external partners.
• Foster collaboration with the ITSM provider and key ecosystem partners to deliver cost-effective IT services.

Reporting & Quality Assurance:

• Monitor KPIs and customer satisfaction, taking action to address underperformance.
• Ensure IT services align with business objectives, driving efficiency and innovation.

Audit & Compliance:

• Manage IT service providers in line with business goals and objectives.
• Identify opportunities for efficiency and value through innovation, technology initiatives, and partnerships with suppliers.

Key Skills & Experience:

• Extensive experience in IT service management, with a focus on multi-sourced environments.
• 5+ years of customer service experience, preferably in a senior role.
• Proven leadership, change management, and results delivery experience.
• Strong communication and stakeholder relationship-building skills.
• Experience working within an ITIL-driven environment.
• Continuous improvement mindset and proactive problem-solving approach.
• Strategic thinker with a focus on actionable outcomes.
• Strong leadership, with the ability to develop teams and manage performance.
• Collaborative, with excellent interpersonal and communication skills.
• Assertive, driven, and capable of influencing at all levels.
• High energy, customer-focused, and results-oriented.