Head of Service Assurance

1 week ago

Co West Midlands, United Kingdom Intercity Technology Limited 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: 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.
  • Organizational 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.
What we are looking for:
  • 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
  • Ability to produce clear and concise reports and documents
  • Experience in a technical support/assurance environment or a similar customer-facing role
  • Display strong understanding of ITIL methodology and disciplines.
  • Excellent communication, leadership, and interpersonal skills
  • Strong analytical, problem-solving, and decision-making skills
  • Proficiency in Microsoft Office and other IT tools
  • Knowledge of service quality standards, frameworks, and methodologies
About The Company
Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far:
  • Customer Net Promoter Score of +85
  • Gold Award Investors in People Accreditation
  • 3-star World Class Best Companies accreditation, and for 2022 and 2023:
  • The no. 1 best telecoms company to work for
  • The 9th best company to work for in the Midlands
  • The 34thbest large company to work for in the UK
  • Platinum Eco Vadis rating
We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to preemployment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications.?We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.

ADZN1_UKTJ

  • Head of Service Assurance

    1 week ago

    West Midlands, United Kingdom Intercity Technology Limited Full time

    About The RoleThe 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,...

  • Head of Service Assurance

    1 week ago

    West Midlands, United Kingdom Intercity Technology Limited Full time

    About The RoleThe 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,...

  • Service Assurance Manager

    2 weeks ago

    Co. West Midlands, United Kingdom Halfords Group PLC Full time £55,000

    Apply now Job no: Work type: Full time Site: Redditch Categories: IT Location: Worcestershire Salary: Up to £55,000pa plus aligned Company Benefits Business Area: Halfords Support Centre The Service Assurance Manager will deliver an end-to-end view of service performance and customer experience across IT services. Delivered through the...

  • Head of Service

    2 weeks ago

    Co. West Midlands, United Kingdom Venn Group Full time £500

    Head of Service - Improvement, Practice Standards and Effectiveness Working Pattern – negotiable Rate - £500 per day Umbrella Location: Midlands Our client is currently looking for a Head of Service, Improvement, Practice Standards and Effectiveness to contribute to their improvement journey. This is an exciting opportunity to have a genuine impact...

  • Head of Governance and Assurance

    2 weeks ago

    Birmingham, West Midlands, United Kingdom Intercity Technology Limited Full time

    About The RoleApply now, read the job details by scrolling down Double check you have the necessary skills before sending an application.The Head of Governance and Assurance is a key role in the business, very much 'hands on' with responsibilityfortheidentification,implementation,managementandongoingdevelopmentof relevantbusiness processes and procedures in...

  • Head of Service

    1 month ago

    West Midlands, United Kingdom Venn Group Full time

    Head of Service - Improvement, Practice Standards and Effectiveness Working Pattern – negotiable Rate - £500 per day Umbrella Location: MidlandsOur client is currently looking for a Head of Service, Improvement, Practice Standards and Effectiveness to contribute to their improvement journey. This is an exciting opportunity to have a genuine impact in...

  • Regional Information Security and Assurance Lead

    2 weeks ago

    West Midlands, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 303976**Salary**: - £30,812 - £38,289- pro-rata- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Other- NPS Pay Band 4 National**Contract type**: - Fixed Term - Secondment**Length of employment**: - For a period of up to 10 months (possible extension)**Type of role**: -...

  • Regional Information Security and Assurance Lead

    4 weeks ago

    West Midlands, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 293432**Salary**: - £30,812 - £38,289- pro rata**Job grade**: - Other- NPS Pay Band 4 National**Contract type**: - Fixed Term - Secondment**Length of employment**: - Up to 10 months (possible extension)**Type of role**: - Administration / Corporate Support**Working pattern**: - Flexible working, Part-time**Number...

  • Travel Senior Service Manager

    1 week ago

    Co. West Midlands, United Kingdom Intercity Technology Limited Full time

    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...

  • Head of English

    3 weeks ago

    Co. West Midlands, United Kingdom The Society of Heads Full time

    The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. Detail The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. The School seeks a teaching professional with both integrity and compassion to steer our busy and thriving English department. We invite applications from...

  • Head of English

    3 weeks ago

    Co. West Midlands, United Kingdom The Society of Heads Full time

    The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. Detail The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. The School seeks a teaching professional with both integrity and compassion to steer our busy and thriving English department. We invite applications from...

  • Head of English

    3 weeks ago

    Co. West Midlands, United Kingdom The Society of Heads Full time

    The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. Detail The King’s School, Worcester wishes to appoint an inspirational and dynamic Head of English. The School seeks a teaching professional with both integrity and compassion to steer our busy and thriving English department. We invite applications from...

  • Head of Corporate Services

    2 weeks ago

    Co. West Midlands, United Kingdom Venn Group Full time

    Head of Corporate Services Needed Are you ready to take on a new challenge in the Midlands? A leading housing group is looking for a dynamic individual to join their team as the Head of Corporate Services. Take the opportunity to make a difference and lead a team towards success.Job Details: Contract type: Permanent Hours: 37.5 hrs Location: MidlandsVenn...

  • Head of Quality Assurance

    4 weeks ago

    West Lothian, United Kingdom Global Scientific Technical Recruitment LTD Full time

    Head of Quality Assurance - Pharmaceutical - Quality Assurance Operations **Head of Quality Assurance, Scientific, Scotland, Pharmaceutical, QA, up to 70k DOE + excellent benefits** This rapidly growing organisation has a fantastic opportunity for a Head of Quality Assurance to join their highly successful team in West Lothian, Scotland. This global...

  • Head of HR Services

    2 weeks ago

    Co. West Midlands, United Kingdom The Portfolio Group Full time

    Portfolio are proud to be exclusively representing one of the UK's longest leading professional service organisations. We are looking for someone with senior leadership experience, including working with key stakeholders, contributing to business growth and service improvements, with a passion for coaching and developing others. It's important for this...

  • Head of Service

    1 month ago

    West Midlands, United Kingdom Venn Group Full time

    Head of Service - Performance and Business SupportWorking Pattern – negotiable Rate - £500 per day Umbrella Location: MidlandsOur client is currently looking for a Head of Service, Performance and Business Support to further develop and embed the approach to performance across Children and Young People's Services.This is an excellent opportunity for the...

  • Head of Product

    2 weeks ago

    Co. West Midlands, United Kingdom Tria Full time

    Head of Product My client seeks a Head of Product to drive their product vision and develop products that excite customers. Responsibilities: Digital product management Lead the evolution into a world-class SaaS product. Own the product vision and market strategy. Define and prioritize the product roadmap. Collaborate cross-functionally to deliver...

  • Quality Assurance and Training Coach

    1 month ago

    Co. West Midlands, United Kingdom Elevate Full time

    Elevate is seeking a Quality Assurance and Training Coach (skilled in Client Onboarding / Conflicts / CDD) for a 6-month interim or Permanent role for our customer, a leading Law Firm. The position is hybrid and requires 3 days onsite in Birmingham, Sheffield, or Manchester offices . To complete quality assurance checks , provide technical...

  • Head of HR Advisory Services

    4 weeks ago

    Co. West Midlands, United Kingdom The Portfolio Group Full time

    Portfolio are proud to be exclusively representing one of the UK's longest leading professional service organisations. We are looking for someone with senior leadership experience, including working with key stakeholders, contributing to business growth and service improvements, with a passion for coaching and developing others. This person will lead...

  • Head of HR Advisory Services

    4 weeks ago

    Co. West Midlands, United Kingdom The Portfolio Group Full time

    Portfolio are proud to be exclusively representing one of the UK's longest leading professional service organisations. We are looking for someone with senior leadership experience, including working with key stakeholders, contributing to business growth and service improvements, with a passion for coaching and developing others. This person will lead...