Service Assurance Lead

Dentsu Aegis Network; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Assurance Lead for a 1-year fixed term role. This position is pivotal in ensuring exceptional customer service through operational analysis and governance of service assurance processes. You will collaborate with regional managers to enhance team performance and promote ITIL best practices. If you thrive in a dynamic environment and are passionate about driving quality improvements, this role offers a unique opportunity to make a significant impact while working remotely.

Qualifications

• Experience in motivating support teams in a pressurized environment.
• Proven experience in Software/Hardware Asset Management processes.

Responsibilities

• Lead key Service Assurance processes including Change and Asset Management.
• Ensure performance metrics and quality compliance across technology teams.

Skills

Time Management

Organizational Skills

Software/Hardware Asset Management

Analytical Skills

Conflict Resolution

Customer Service

ITIL Foundation Certification

Job description

Job Description:

Introduction

Dentsu is an integrated growth and transformation partner to the world’s leading organizations. Founded in 1901 in Tokyo, Japan, and now present in over 145 countries and regions, it has a proven track record of nurturing and developing innovations, combining the talents of its global network of leadership brands to develop impactful and integrated growth solutions for clients. Dentsu delivers end-to-end experience transformation (EX) by integrating its services across Media, CXM and Creative, while its business transformation (BX) mindset pushes the boundaries of transformation and sustainable growth for brands, people and society.

We’re hiring a Service Assurance Lead to work on a 1-year Fixed Term contract.

Role Purpose

The role will be responsible for the operational analysis and governance of the Global Support Centre Service Assurance processes (Change, Transition and Service Asset & Configuration) within the regional Hubs to ensure dentsu provides exceptional customer service.

This role requires you to be available to cover a shift pattern covering Monday-Friday 07:00 – 19:00, which will be scheduled on a shift rotation.

Working with the Service Assurance Manager and Regional Hub Managers you will analysis GSC and wider technology teams' performance through various statistical and reporting methods and market the image of the GSC as a support group that showcases global standards of best practice.

Key responsibilities:

• Play a pivotal role in leading and governing key Service Assurance processes, including Change, Service Asset & Configuration Management and Transition.

• Ensure performance metrics and quality compliance across technology teams to deliver an outstanding customer experience.

• Production & distribution of weekly and monthly reports to support teams.

• Deliver, monitor and improve quality assurance measures leading to accurate and consistent service delivery.

• Assists in managing change requirements by production and distribution of a Forward Schedule of Changes (FSC) containing details of all changes approved for implementation and their proposed implementation dates. Includes agreeing the FSC with relevant customers within the business and other concerned parties such as SLM and Service Desk.

• Co-ordinating and chairing Change Advisory Board (CAB), and Emergency Change Advisory Board (ECAB) meetings.

• Ensure all Service Transition and operational support artifacts are completed to a high standard by all relevant Design and Service Transition functions.

• Ensure that GSC have appropriate knowledge to support new assets or services.

• Performs inventories and audits to monitor validity of CMDB.

• Support of SAM toolset and licence management.

• Support the Service Assurance Manager and Regional Hub Managers to promote, champion and drive the use of ITIL best practices across the GSC and Technology Team to ensure the delivery of a best practice within the global function.

• Own Improvement Initiatives and support the Service Assurance Manager to improve and mature our operational processes (Change, Service Asset & Configuration Management and Transition).

• Develop and maintain strong relationships with regional technology teams, to ensure effective services are delivered.

Skills/Qualifications

Experience of motivating support teams in a pressurised environment.

• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision

• Proven experience of Software/Hardware Asset Management processes and procedures.

• Ability to develop good relationships with customers and key stakeholders.

• Strong analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority.

• Ability to organise and prioritise teamwork in an effective manner.

• Conflict resolution skills, strong negotiation/ influencing skills and excellent analytical skills.

• Ability to work under pressure.

• Methodical and disciplined approach to work.

• Ability to work well in a team.

• Ability to develop and lead on continual improvement initiatives.

• General knowledge of Service level agreements.

• General knowledge of IT infrastructure environments.

• Excellent Customer Service experience and focus.

• ITIL certified to Foundation level is essential.

What we offer

• This is a 1-year Fixed Term contract role to start from on 13/7/2025.
• The team work on a shift rota between 7am-7pm, Monday to Friday and are based remotely throughout the UK

Inclusion and Diversity

Our diverse and inclusive culture enables our employees to bring their best selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.

We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

Location:

UK-Remote

Brand:

Global Technology

Time Type:

Full time

Contract Type:

Temporary Cover (Fixed Term)