Service Assurance Lead: Change & Incident Management

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

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.