Service Assurance Manager

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About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Service Assurance Manager

Location: Stevenage (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent, full time

Salary Package: Competitive base salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am - 5.30 pm Monday - Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

The role will focus on ensuring that the services are being delivered as per the agreements, requirements, targets and objectives. In addition, the Service Assurance Manager will ensure that service is delivered according to the Service Desk code of practice with Customer satisfaction at the heart of every ticket.

Quality monitoring and customer satisfaction surveys will allow SCC to assess the way in which the service has been delivered and the customer experience.

Security Clearance (or the willingness to go through this) is required for this role.

Key responsibilities:

• IT Service Assurance Manager to build excellent relationships with the customer and other key suppliers to aid continuous improvement and service quality.
• Ensure performance is managed and monitored to SLAs and issues are dealt with promptly and in line with contractual obligations
• Enhanced ticket management - support with a hands on approach to Incident Management
• Call quality monitoring - reviewing call recordings and scoring against best practice.
• Review Customer Satisfaction surveys which will inform the Service Assurance plan.
• Face off with customer on ITIL process governance
• You'll ensure key stakeholder are engaged, that underpinning data is timely, accurate and insightful. Appropriate action will be taken to ensure that the agreed contractual mechanisms are working.
• Serving as an ITIL (or equivalent methodology) expert in the analysis/development of IT Service Management Industry best practice processes including Major Incident Management, procedures and methods to promote effective business and systems operations through standardisation, improvement and simplification.
• Provide IT input as appropriate to ensure support requirements are factored into service arrangements. Assisting with regular service review meetings to look at performance, you'll analyse data to recognise trends, root causes and agree improvement plans
• Ownership of staff development and training plans
• Continual development of assurance process documentation and control
• Records all issues and helps to design ways to prevent similar problems in the future
• Analyse and investigate a broad range of threats or activities occurring on client devices, maintaining a high level of confidentiality and documenting incident details accordingly.

Skills and experience:

• Experience in IT Managed Services
• Experience in working in a Service Assurance/Delivery environment and implementing ITIL/service management strategy and processes.
• Able to influence relationships and communicate with stakeholders
• Ability to work to deadlines under pressure.
• Ability to sort, review and analyse data in order to provide summary and trend reports.
• Advanced skills in Microsoft Office to include Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life