Service Assurance Lead

3 weeks ago

Leeds, United Kingdom Resolver, a Kroll Business Full time

Resolver is a product led organisation and must ensure that those products are both developed to the level of quality we expect and that we maintain that level of quality whilst they are in operation.

The purpose of quality within Resolver is to ensure that the end user experience both internally and externally of our products meets expectations.

Whilst the VP of Operational Services will be responsible for the design of the framework and approach to service assurance, you will be responsible for the day to day delivery of it.

The purpose of this role is to direct and prioritise the team in the measurement of product performance, analysis of risks and issues with product performance, and the identification of improvements to address any issues and mitigate any risks as well as performing these tasks.

The role will be empowered to work with multifunctional teams to resolve issues and mitigate risks with our product performance.

Responsibilities

To lead and prioritise the teams effort in carrying out our approach to Service Assurance

To identify opportunities for improvement or risks with the approach and provide recommendations to address these

Provision of regular reporting to leadership on the output of the Service Assurance team

Review and quality assure the work of the team

To both carryout and drive the continual improvement of our product monitoring

To act as the interface between the Service Assurance team and product through the Operational Readiness process

Leading Service Health, Customer Health and Corrective and Preventive Action initiatives

To manage the completion of any actions as a result of the above initiatives

The identification of any gaps in our ability to identify the root cause of issues.

To provide Resolver’s product management team with recommendations on how to mitigate product risks, or to address the root cause of the issue, where appropriate.

Where any product performance issues are related to a supplier, to provide the individual responsible with the management of that supplier any evidence required to raise the issue.

Experience and Skills

Experience of leading a service quality or assurance team

Experience of working in a product or service quality/assurance role

Experience of product monitoring, root cause analysis and the production of actionable issue reports

Experience of working within an Agile environment

Experience of data analysis and effective communication of the results of that analysis

Experience of working in multi-functional teams and embedding a culture of quality within those teams

The successful candidate will have great problem solving skills and a natural inquisitiveness to understand what is truly behind an issue

It would be desirable that the candidate has experience of supporting the analysis of highly complex incidents

It would be desirable that the candidate has experience of Lean, Six Sigma or Kaizen

Our rewards are as unique as our culture, and we want to attract the best people and retain them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision. We offer an excellent salary and benefits package which includes:

Market competitive pay rates based your skills and experience

Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads

33 days holiday including Bank Holidays

Critical Illness insurance

Life Insurance Cover

Healthcare Cash Plan / Healthcare, dental and vision plan

Cycle to Work Scheme

Employee perks schemes offering discounts, rewards, giveaways and more

Subsidised gym membership

Mental health wellbeing portal and access to an in-house clinical psychologist

Support and provision of supplies to facilitate home working

Flexible working opportunities

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.

Resolver, a Kroll business is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

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