Service Assurance Lead - Remote

Overview

The Service Assurance Lead will be responsible for the operational analysis and governance of the Global Support Centre Service Assurance processes, ensuring exceptional customer service and compliance with performance metrics.

In Short

• Lead and govern Service Assurance processes including Change and Asset Management.
• Ensure quality compliance across technology teams.
• Produce weekly and monthly performance reports.
• Manage change requirements and coordinate Change Advisory Board meetings.
• Support the Service Assurance Manager in promoting ITIL best practices.
• Develop relationships with regional technology teams.
• Conduct inventories and audits of service assets.
• Drive continual improvement initiatives.
• Work on a shift rota Monday to Friday, 7am-7pm.
• Be part of a diverse and inclusive team.

Requirements

• Experience in motivating support teams in a pressurized environment.
• Excellent time management and organizational skills.
• Proven experience in Software/Hardware Asset Management.
• Strong analytical skills to define customer requirements.
• Ability to work under pressure and manage multiple tasks.
• Conflict resolution and negotiation skills.
• ITIL certification at Foundation level is essential.
• Excellent customer service experience.
• Methodical and disciplined approach to work.
• Able to lead on improvement initiatives.

Benefits

• 1-year fixed-term contract.
• Remote work opportunity throughout the UK.
• Inclusive and diverse workplace culture.
• Opportunities for flexible working arrangements.
• Support for reasonable adjustments for disabilities.