Head of Service Assurance

Drive performance inspire confidencebe our Head of Service Assurance.

The Head of Service Assurance will be responsible for providing customers will pro-active insights data analytics and recommendations to optimise their customer estate improve their service as well as hardening security. They will also seek new commercial opportunities through a clear understanding of customer contracts licences lifecycle management renewals end of life hardware etc. Whilst always seeking to optimise the customers cost base.

In this rolewill be developing and implementing service assurance policies procedures and best practices across all Intercity Service towers. Monitoring and reporting on service metrics SLAs customer feedback and incidents to support with Identifying and resolving service issues problem management risks and gaps. Support with planning and executing service improvement initiatives and projects

The Head of Service Assurance will also support with contract management to ensure the effective and efficient management of contracts throughout their life cycle for in-life add moves and changes.

As a Head of Service Assurance you will be responsible for;

• Customer-Centric Excellence:Youll collaborate closely with our customers understanding their unique needs and challenges. By leveraging data analytics and best practices youll provide tailored recommendations to optimize their service experience.
• Commercial Acumen:As a key player youll dive into customer contracts licenses and lifecycle management. Your keen eye for opportunities will help us identify new revenue streams and enhance customer satisfaction.
• Service Assurance Leadership:Youll develop and implement robust service assurance policies and procedures across all Intercity Service towers. Monitoring service metrics SLAs and customer feedback youll proactively address issues manage risks and bridge any gaps.
• Organisational Change Champion: As the Head of Service Assurance youll play a pivotal role in supporting organizational change. Youll ensure that robust systems for performance evaluation development communication monitoring and reviews are in place. Your expertise will contribute to a dynamic and agile work environment.
• Collaborative Leadership:Join multi-disciplinary project teams to break down departmental barriers. Encourage internal and external partnership working fostering a culture of collaboration and innovation.
• Continuous Improvement Advocate:Drive capability procedures and contribute to a culture of efficiency and excellence within Intercity Technology. Your commitment to continuous improvement will elevate our services.
• Team Leadership: Manage and lead a team of service assurance colleagues. Your team will be responsible for monitoring troubleshooting and escalating service issues promptly.
• Stakeholder Engagement:Engage with senior managers and stakeholders to understand their service expectations and requirements. Your ability to build strong relationships will be critical in ensuring alignment.
• Data-Driven Insights:Create and maintain service assurance reports dashboards and feedback mechanisms. These insights will guide our service enhancements and customer satisfaction efforts.
• Strategic Roadmaps:Develop technical roadmaps and continuous service improvement (CSI) plans in collaboration with our valued customers. Your vision will shape our future success.
• Cross-Functional Collaboration:Work closely with tech services operations customer service and sales teams. Together well ensure seamless service delivery and exceed customer expectations.
• Quality Standards and Best Practices:Establish quality standards and procedures communicating clear expectations to colleagues and leaders. Monitor all quality operations to ensure adherence to standards.
• Customer Satisfaction: Assess customer expectations and ensure they are not just met but exceeded. Your dedication to service excellence will make a difference.
• Service Level Agreements (SLAs): Oversee and guide all activities of the Service Assurance team ensuring adherence to best practices and maintaining SLAs.
• Problem Management and Improvement:Develop problem management strategies and service improvement plans. Your analytical skills will drive positive change.
• Quality Assurance:Conduct inspections of quality operations promptly reporting any issues. Your attention to detail will maintain our high standards.

Experience and Knowledge:

• Ideally degree educated or equivalent
• ITIL Foundation
• Lean 6 Sigma
• Experience of CRM and ITSM Systems
• Strong experience in an MSP
• Deep understanding of technologies within our portfolio
• Evidence of building multi-disciplinary teams
• Good understanding of financial management
• An understanding of HR management
• Knowledge of Managed Service industry