Service Assurance Lead

3 weeks ago

Eastleigh, United Kingdom Premier Foods Full time

Based in Southampton
Hybrid - Office/WFH

**Purpose**:
Working as part of the IT Service and Operations team, this role reports to the IT Service & Operations Delivery Manager to ensure that the IT service management processes used by Premier Foods IT are consistent, effective, and drive the appropriate behaviours.

**Core Accountability areas**:
Change Management
Problem Management
Major incident Management
Continual Improvement
Service Introduction
ITSM Tool Ownership

**What you'll be doing**:
Change Management

Manage the Change Management process by ensuring all changes have been correctly impacted assessed, documented, and approved, challenging requestors and owners as required to protect the live environment. On occasion you may be required to run a formal CAB.

Problem Management

Manage the lifecycle of all Problems, with the aim of providing solutions and preventing recurring Incidents from happening in the future to ensure we are better equipped, should there be a next time. You will also support with Major Incident process including reporting, analysis, and governance as well as the co-ordination and facilitation of high priority incident resolution by working with a variety of support teams, vendors and senior stakeholders.

Major incident Management

Ownership of Major Incidents including active management of P1 incidents during business hours, post incident root cause analysis and ensuring the associated processes and procedures are aligned with best practice.

Continual Improvement

Responsible for overseeing and driving the process of continuous improvement within the Premier Foods IT department. This may involve identifying opportunities for improvement, implementing change, and measuring the impact of those changes on IT systems and processes.

Service Introduction

Responsible for coordinating the process of introducing new IT services into production. This will involve ensuring all relevant documentation, SLA’s and knowledge share requirements have been met to ensure the Service team.

ITSM Tool Ownership

Ownership of the development and maturity roadmap of our ITSM tool to ensure it meets the needs of its users. Engaging with the relevant support partners to maximise use of existing and newly available functionality.

**What we need from you**:
ITIL Foundation minimum (v3 or v4)
Be able to critically analyse data and processes to identify issues, root causes and corrective actions. (Root Cause Analysis)
Customer focus - Focuses on both internal and external customers and develops understanding of all relevant issues.
Experience with administration of an ITSM toolset (preferably Freshservice) Lives and works by the Premier values.
Self-motivated & proactive attitude to challenges.
Adaptable and operates with integrity.
Eye for detail.
Organised, diligent, with strong work ethic.
Cool head in a crisis, able to juggle multiple priorities.
Excellent communication skills, both written and verbal

A great British food company

Premier Foods is one of Britain’s biggest listed food companies, employing over 4,000 colleagues at 15 manufacturing sites and offices up and down the country.

Many of our brands have been part of UK life for more than a century and you’ll find them in 94% of British households.

At Premier foods we believe in inclusion, authenticity and individuality. We aim to ensure all existing and future colleagues are given equitable opportunities and are respected, valued and encouraged to bring their true authentic selves to work no matter who they are, what they look like, who they love or what they believe in. Our culture is one where everyone is welcome.

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