Head of Service Assurance

4 weeks ago

Birmingham, 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: You’ll collaborate closely with our customers, understanding their unique needs and challenges. By leveraging data, analytics, and best practices, you’ll provide tailored recommendations to optimize their service experience.
  • Commercial Acumen: As a key player, you’ll 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: You’ll develop and implement robust service assurance policies and procedures across all Intercity Service towers. Monitoring service metrics, SLAs, and customer feedback, you’ll proactively address issues, manage risks, and bridge any gaps.
  • Organizational Change Champion : As the Head of Service Assurance, you’ll play a pivotal role in supporting organizational change. You’ll 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, we’ll 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 isn’t all about tech. It’s 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. We’re 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.
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