Head of Service Assurance

4 weeks ago

Birmingham, Birmingham, United Kingdom Intercity Technology Full time
Job Title: Head of Service Assurance

At Intercity Technology, we're seeking a seasoned professional to lead our Service Assurance team. As the Head of Service Assurance, you'll be responsible for driving customer satisfaction and service excellence across our organization.

Key Responsibilities:
  • Develop and implement robust service assurance policies and procedures to ensure seamless service delivery.
  • Monitor and report on service metrics, SLAs, and customer feedback to identify areas for improvement.
  • Lead a team of service assurance colleagues to troubleshoot and escalate service issues promptly.
  • Collaborate with cross-functional teams to ensure alignment and effective service delivery.
  • Establish quality standards and procedures to maintain high levels of service quality.
Requirements:
  • Proven experience in service assurance, IT service management, or a related field.
  • Strong leadership and team management skills.
  • Excellent communication and stakeholder engagement skills.
  • Ability to analyze complex data and drive business insights.
  • Knowledge of ITIL and CRM/ITSM systems.
What We Offer:
  • A competitive salary and annual pay reviews.
  • A comprehensive benefits package, including 28 days holiday, birthday leave, and death in service cover.
  • Opportunities for professional growth and development.
  • A dynamic and agile work environment.

At Intercity Technology, we're committed to delivering exceptional service and customer experiences. If you're a motivated and results-driven professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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