Head of Service Assurance
2 weeks ago
The Head of Service Assurance will be responsible for providing customers with proactive insights, data, analytics, and recommendations to optimize their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licenses, lifecycle management, renewals, and end-of-life hardware.
In this role, you 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 identifying and resolving service issues, problem management, risks, and gaps.
As a Head of Service Assurance, you will be responsible for:
- 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.
- 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.
Requirements:
- ITIL Foundation
- Experience of CRM and ITSM Systems
- Evidence of building multi-disciplinary teams
- Good understanding of financial management
- An understanding of HR management
- Knowledge of Managed Service industry
Benefits:
- 28 days holiday, an extra day for your birthday (plus 8 days bank holidays)
- Annual pay reviews
- All-company bonus scheme
- Death in service cover
- Employee assistance programme
- Company pension
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.
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
-
Head of Service Assurance
4 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeJob Title: Head of Service AssuranceAt 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...
-
Head of Service Assurance
4 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeJob Title: Head of Service AssuranceAt 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...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeJob Title: Head of Service AssuranceAt 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...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeJob Title: Head of Service AssuranceAt 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...
-
Head of Service Assurance
4 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Limited Full timeJob Title: Head of Service AssuranceAt Intercity Technology Limited, we are seeking a highly skilled and experienced Head of Service Assurance to join our team. As a key member of our organization, you will be responsible for providing proactive insights, data, analytics, and recommendations to optimize our customers' customer estate, improve their service,...
-
Head of Service Assurance
2 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeThe Head of Service Assurance will be responsible for providing customers with proactive insights, data, analytics, and recommendations to optimize their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licenses, lifecycle management, renewals,...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Limited Full timeJob Title: Head of Service AssuranceAt Intercity Technology Limited, we are seeking a highly skilled and experienced Head of Service Assurance to join our team. As a key member of our organization, you will be responsible for providing proactive insights, data, and recommendations to optimize our customers' service experience.Key...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Limited Full timeJob Title: Head of Service AssuranceAt Intercity Technology Limited, we are seeking a highly skilled and experienced Head of Service Assurance to join our team. As a key member of our organization, you will be responsible for providing proactive insights, data, and recommendations to optimize our customers' service experience.Key...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Limited Full timeJob Title: Head of Service AssuranceAt Intercity Technology Limited, we are seeking a highly skilled and experienced Head of Service Assurance to join our team. As a key member of our organization, you will be responsible for providing proactive insights, data, and analytics to optimize our customers' service experience.Key Responsibilities:Customer-Centric...
-
Head of Service Assurance
3 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Limited Full timeJob Title: Head of Service AssuranceAt Intercity Technology Limited, we are seeking a highly skilled and experienced Head of Service Assurance to join our team. As a key member of our organization, you will be responsible for providing proactive insights, data, and analytics to optimize our customers' service experience.Key Responsibilities:Customer-Centric...
-
Head of Service Assurance
2 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeAbout the RoleThe Head of Service Assurance will be responsible for providing customers with proactive insights, data, analytics, and recommendations to optimize their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licenses, lifecycle...
-
Head of Service Assurance
4 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeAbout the RoleThe Head of Service Assurance will be responsible for providing customers with proactive insights, data, analytics, and recommendations to optimize their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licenses, lifecycle...
-
Head of Service Assurance
4 weeks ago
Birmingham, Birmingham, United Kingdom Intercity Technology Full timeAbout the RoleThe Head of Service Assurance will be responsible for providing customers with proactive insights, data, analytics, and recommendations to optimize their customer estate, improve their service, and harden security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licenses, lifecycle...
-
Head of Quality Assurance
1 month ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob 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 month ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob 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 month ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob 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 month ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob 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 weeks ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob Title: Head of QualityWe are seeking a highly skilled and experienced 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 weeks ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob Title: Head of QualityWe are seeking a highly skilled and experienced 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
3 weeks ago
Birmingham, Birmingham, United Kingdom RMF Group Full timeJob 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...
