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**: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 educatated 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
- E

  • Head of Quality Assurance

    1 week ago

    Birmingham, Birmingham, United Kingdom RMF Group Full time

    Job Title: Head of QualityWe are seeking a highly experienced and skilled professional to lead our quality assurance and compliance efforts. As Head of Quality, you will be responsible for developing and implementing a comprehensive quality assurance framework that ensures the highest standards of training excellence, programme effectiveness, and customer...

  • Head of Quality Assurance

    1 week ago

    Birmingham, Birmingham, United Kingdom RMF Group Full time

    Job Title: Head of QualityWe are seeking a highly experienced and skilled professional to lead our quality assurance and compliance efforts. As Head of Quality, you will be responsible for developing and implementing a comprehensive quality assurance framework that ensures the highest standards of training excellence, programme effectiveness, and customer...

  • Head of Quality Assurance

    4 days ago

    Birmingham, Birmingham, United Kingdom RMF Group Full time

    Job Title: Head of QualityWe are seeking a highly experienced and skilled professional to lead our quality assurance and compliance efforts. As Head of Quality, you will be responsible for developing and implementing a comprehensive quality assurance framework that ensures the highest standards of training excellence, programme effectiveness, and customer...

  • Head of Quality Assurance

    4 days ago

    Birmingham, Birmingham, United Kingdom RMF Group Full time

    Job Title: Head of QualityWe are seeking a highly experienced and skilled professional to lead our quality assurance and compliance efforts. As Head of Quality, you will be responsible for developing and implementing a comprehensive quality assurance framework that ensures the highest standards of training excellence, programme effectiveness, and customer...

  • Head of Technical Assurance

    4 months ago

    Birmingham, United Kingdom Government Property Agency Full time

    **Details**: **Reference number**: - 328983**Salary**: - £62,900 - £67,900- - A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Grade 6- GPA G6 National**Contract type**: - Permanent**Business area**: - GPA - Capital Projects - Innovation & Assurance**Type of role**: - Project Delivery - Property**Working...

  • Deputy Head of Quality Assurance

    1 day ago

    Birmingham, Birmingham, United Kingdom Hiredonline Full time

    Hiredonline is seeking an experienced Deputy Head of Quality Assurance to join their team in Aston. The Deputy Head of Quality Assurance plays a critical role in supporting the Quality Assurance department to ensure the highest standards of quality and compliance are met throughout the operations. This position involves overseeing quality assurance...

  • Deputy Head of Quality Assurance

    1 day ago

    Birmingham, Birmingham, United Kingdom Hiredonline Full time

    Hiredonline is seeking an experienced Deputy Head of Quality Assurance to join their team in Aston. The Deputy Head of Quality Assurance plays a critical role in supporting the Quality Assurance department to ensure the highest standards of quality and compliance are met throughout the operations. This position involves overseeing quality assurance...

  • Head of Vendor Risk

    1 month ago

    Birmingham, United Kingdom Curo Resourcing Limited Full time

    Location Hybrid (2dpw on-site) Birmingham, Bristol or Greater LondonSalary - £70 - £80K PABenefits Excellent BenefitsThe Client Curo are Partnering with a Global Organisation, consisting of Designers, Engineers and Consultants, dedicated to sustainable development.They support their clients to solve the most complex challenges, turning their ideas into...

  • Head of Governance and Assurance

    4 months ago

    Birmingham, United Kingdom Intercity Technology Full time

    **About The Role**: The Head of Governance and Assurance is a key role in the business, very much 'hands on' with responsibility for the identification, implementation, management and ongoing development of relevant business processes and procedures in respect to design, deployment, service delivery, information and data governance, business continuity and...

  • Head of Procurement Risk and Assurance

    4 weeks ago

    Birmingham, Birmingham, United Kingdom Curo Resourcing Limited Full time

    About the RoleCuro Resourcing Limited is seeking a highly skilled and experienced professional to fill the position of Head of Vendor Risk and Assurance. This role is a critical part of the company's procurement strategy, and the successful candidate will play a key role in ensuring the company's supply chain is risk-free and compliant with all relevant...

  • Head of Quality Assurance

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Sinclair Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Head of Vigilance at Sinclair, a global medical aesthetics organization. As a key member of our Quality Assurance team, you will play a critical role in ensuring the highest standards of quality and compliance in our medical device products.Key...

  • Head of Quality Assurance

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Sinclair Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Head of Vigilance at Sinclair. As a key member of our Quality Assurance department, you will play a critical role in ensuring the highest standards of quality and compliance in our medical device products.Key ResponsibilitiesLead the Vigilance Team in complaint...

  • Head of Quality Assurance

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Sinclair Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Head of Vigilance at Sinclair, a global medical aesthetics organization. As a key member of our Quality Assurance team, you will play a critical role in ensuring the highest standards of quality and compliance in our medical device products.Key...

  • Head of Quality Assurance

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Sinclair Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as a Head of Vigilance at Sinclair. As a key member of our Quality Assurance department, you will play a critical role in ensuring the highest standards of quality and compliance in our medical device products.Key ResponsibilitiesLead the Vigilance Team in complaint...

  • Head of Procurement Risk and Assurance

    3 weeks ago

    Birmingham, Birmingham, United Kingdom Curo Resourcing Limited Full time

    About the RoleCuro Resourcing Limited is seeking a highly experienced and skilled professional to join our team as a Head of Vendor Risk & Assurance. This is a permanent position that will play a critical role in the development, delivery, and coordination of a global supply chain risk, assurance, and compliance program.Key ResponsibilitiesDevelop and...

  • Quality Assurance Specialist

    5 days ago

    Birmingham, Birmingham, United Kingdom Service Care Solutions Full time

    About the RoleWe are seeking an experienced Senior Quality Assurance Officer to join our team at Service Care Solutions. As a key member of our Quality Assurance department, you will be responsible for ensuring the highest standards of quality in our chemical manufacturing facility.Key ResponsibilitiesMaintain and develop our Quality Management Systems to...

  • Quality Assurance Specialist

    6 days ago

    Birmingham, Birmingham, United Kingdom Service Care Solutions Full time

    About the RoleWe are seeking an experienced Senior Quality Assurance Officer to join our team at Service Care Solutions. As a key member of our Quality Assurance department, you will be responsible for ensuring the highest standards of quality in our chemical manufacturing facility.Key ResponsibilitiesMaintain and develop our Quality Management Systems to...

  • Head of Marketing

    4 weeks ago

    Birmingham, United Kingdom Elliot Marsh Head Hunting Partners Full time

    Our client has an exciting opportunity for a Head of Marketing to join the team. Location: UK Wide – Hybrid working Salary: £60,000 per annum + competitive package Job Type/Hours: Full Time, Permanent About The Company: Our client is a leading multi-disciplinary engineering organisation that provides a range of services from engineering design and...

  • Global Head of Technical Assurance

    4 weeks ago

    Birmingham, Birmingham, United Kingdom LRQA Full time

    About LRQALRQA is a leading global assurance provider dedicated to delivering exceptional services to our clients. Our commitment to innovation, expertise, and risk management has earned us a reputation as a trusted partner in the industry.We operate globally, with a diverse client base and a significant presence in the market. Our focus on the present...

  • 8b- Head of Programme Delivery

    3 months ago

    Birmingham, United Kingdom Birmingham Community Healthcare NHS FT Full time

    Closing date for applications will be 29thAugust. Potential candidates can request an initial, informal conversation prior to application with Priya Sharma, current Head of Programme Delivery and Assurance priyasharma@nhs.net Shortlisting will take place week commencing September 4th and successful candidates will then have an opportunity for a conversation...