IT Service Assurance Lead - SCADA

TalentHawk; Horley; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as an IT Service Assurance Lead, where you'll play a crucial role in ensuring the effective delivery of IT services across various business areas. This position offers the opportunity to manage significant IT changes, champion continuous improvement, and build strong relationships with stakeholders. Your expertise in service assurance and customer service will be key to driving success in a dynamic environment. If you're ready to take on challenges and make a real impact in the utilities sector, this role is perfect for you.

Qualifications

• 5+ years of senior-level customer service experience required.
• Strong interpersonal and leadership skills essential for success.

Responsibilities

• Ensure effective delivery and maintenance of IT services.
• Manage service escalations and communication of service events.

Skills

Gas Experience

SCADA Experience

Senior-level Customer Service Experience

Interpersonal Skills

Leadership Skills

Excellent Communication

Strategic Thinking

Ability to Travel

Job description

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Base pay range

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:

• 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:

• 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.
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Utilities and IT Services and IT Consulting

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