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Service Assurance Manager
2 months ago
We are seeking an experienced Service Assurance Manager to join our IT team at the Cumberland Building Society. As a key member of our Technology Team, you will play a crucial role in ensuring the delivery of high-quality IT services to our customers and colleagues.
Key Responsibilities- Service Performance and Governance
- Develop and maintain a fully joined-up view of service performance and customer experience across all IT services.
- Ensure the necessary governance is applied to key Service Management functions, including Incident, Change, and Problem Management.
- Stakeholder Management
- Build and maintain excellent relationships with key internal customers and stakeholders to align IT services with strategic objectives.
- Hold regular internal Service Reviews with stakeholders to demonstrate performance and review service risks.
- Service Delivery and Improvement
- Ensure the delivery of services to agreed levels, adhering to Service Level Agreements (SLAs) and Service Management frameworks.
- Identify and implement process and service improvements to deliver a better service for our colleagues and customers.
- Leadership and Collaboration
- Act as a role model to colleagues and peers, demonstrating strong leadership and influencing skills.
- Collaborate with the business and project management office to ensure the delivery of new services, including service level requirements and measurement capabilities.
- Experience and Skills
- Significant experience in a regulated IT environment, preferably in an IT Service Management role.
- Strong understanding of Service Management Framework principles and processes.
- Excellent communication, influencing, and leadership skills.
- Ability to analyze complex problems and develop effective solutions.
- Education and Certifications
- ITIL v4 qualification is desirable, but not essential.
- Personal Qualities
- Highly organized and able to prioritize workload and self-motivate.
- Strong analytical skills and ability to make sense of complex problems quickly.
- Team player with a willingness to 'get stuck in' where needed.
The Cumberland Building Society is a Mutual organization committed to improving the lives of our colleagues, customers, and community. We value our people and offer a range of benefits, including a competitive salary, 25 days' holiday, and opportunities for learning and development.
