Service Assurance Analyst

boxxe; Hemel Hempstead; On-site; GBP 45,000 - 65,000; Full time

Job summary

boxxe is seeking an experienced ITSM professional to own Change, Problem, and Major Incident Management. You will work across technical, service, and customer teams to minimise disruption and drive continuous service improvement.

The role emphasizes service excellence, CAB facilitation, and proactive communication with customers during high-priority incidents. ITIL v4 knowledge is essential.

Qualifications

• Experience working within an MSP, Managed Services, or IT Service Management environment.
• ITIL v4 is a MUST for this role.
• Strong understanding of Change, Problem, and Major Incident Management processes.
• Excellent communication skills with customers and stakeholders.
• Proactive, analytical approach to identifying trends, risks and service improvements.

Responsibilities

• Be at the heart of service excellence, ensuring a seamless and reliable customer experience.
• Own and coordinate Change Management activities; ensure changes are delivered safely.
• Facilitate CAB meetings and coordinate with technical teams to minimise risk and impact.
• Provide timely updates to customers and stakeholders during planned activities and incidents.
• Identify trends and opportunities to improve service performance and reduce disruptions.
• Drive Problem and Major Incident Management to uncover root causes and prevent recurrence.
• Lead post-incident reviews and drive improvements across processes.

Skills

MSP/ITSM experience

Change & incident mgmt

Education

ITIL v4 Foundation cert or willingness to pursue

Job description

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

You’ll play a key role in protecting and improving our customers' experience by supporting Change, Problem, Major Incident, and Escalation Management activities. Working across technical, service, and customer teams, you’ll help reduce service disruption, drive continuous improvement, and ensure our operational processes deliver the high standards our customers expect from boxxe.

What you’ll be doing

• Be at the heart of service excellence, helping ensure our customers receive a seamless and reliable experience.
• Own and coordinate Change Management activities, ensuring changes are delivered safely and effectively.
• Facilitate CAB meetings and work closely with technical teams to minimise risk and customer impact.
• Keep customers and stakeholders informed, providing confidence and assurance around planned service activities.
• Identify trends, recurring issues, and opportunities to improve service performance.
• Drive Problem Management activities to uncover root causes and prevent issues from happening again.
• Lead reviews following major incidents, turning lessons learned into meaningful improvements.
• Coordinate Major Incident responses, bringing the right people together to restore service as quickly as possible.
• Provide clear, timely communication to customers and internal stakeholders during high-priority incidents.
• Produce insightful reports and recommendations that support continuous service improvement.
• Manage customer escalations, ensuring issues are owned, progressed, and resolved effectively.
• Build strong relationships with operational, engineering, service delivery, and supplier teams.
• Monitor key service metrics and use data to identify opportunities for improvement.
• Champion automation and smarter ways of working to improve efficiency and reduce manual effort.
• Continually review and enhance Service Assurance processes, helping boxxe deliver exceptional customer outcomes.

What experience we think you’ll need

• Experience working within an MSP, Managed Services, or IT Service Management environment.
• ITIL v4 is a MUST for this role
• A strong understanding of Change, Problem, and Major Incident Management processes.
• Excellent communication skills, with the ability to build confidence with customers and stakeholders.
• A proactive, analytical approach to identifying trends, risks, and service improvements.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• The confidence to stay calm under pressure and take ownership when it matters most.
• A continuous improvement mindset, always looking for smarter ways to enhance services and customer experience.
• ITIL v4 Foundation certification, or a willingness to work towards achieving it.

As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.