Service Assurance Analyst: Change, Incident & Improvement

Boxxe Group; Hemel Hempstead; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

boxxe is seeking a dedicated Service Management professional in Hemel Hempstead to protect and improve our customer experience. You will support Change, Problem, Major Incident, and Escalation Management across technical, service, and customer teams, driving continuous improvement and reducing service disruption.

The role emphasizes owning CAB meetings, coordinating incident responses, and delivering timely, clear communication to stakeholders to uphold high service standards.

Qualifications

• Experience in MSP/Managed Services or IT Service Management environment.
• ITIL v4 Foundation certification or willingness to obtain it.
• Strong communication and stakeholder management skills.
• Ability to drive continuous service improvements based on data.

Responsibilities

• Own and coordinate Change Management activities, ensuring changes are delivered safely and effectively.
• Facilitate CAB meetings and work with technical teams to minimise risk and customer impact.
• Coordinate Major Incident responses and lead reviews to turn lessons into improvements.
• Provide clear communication to customers and stakeholders during high-priority incidents.
• Identify trends and opportunities to improve service performance and customer experience.
• Build strong relationships with operations, engineering, and service delivery teams.

Skills

ITIL v4 knowledge

Change Management

Problem Management

Major Incident Management

Stakeholder management

Education

ITIL v4 Foundation certification

Job description

boxxe is seeking a dedicated Service Management professional in Hemel Hempstead to protect and improve our customer experience. You will support Change, Problem, Major Incident, and Escalation Management across technical, service, and customer teams, driving continuous improvement and reducing service disruption.

The role emphasizes owning CAB meetings, coordinating incident responses, and delivering timely, clear communication to stakeholders to uphold high service standards.