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Head of Service Assurance

3 months ago

Birmingham, United Kingdom Intercity Technology Full time

About The Role
The Head of Technical 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.

The Head of Technical Service Assurance will 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 Technical 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.

What you'll do:
  • 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: