Service Assurance Lead
4 weeks ago
About the Role
We are seeking a highly skilled Service Assurance Lead to join our team at the Cumberland Building Society. As a key member of our Technology function, you will play a pivotal role in ensuring the necessary governance is applied to our key Service Management functions.
Main Responsibilities
- Act as Incident Manager when an incident is identified, running the incident bridge, coordinating resources and activities to clear, communicate and recover services as quickly as possible.
- Complete Incident and Risk Event reporting, whilst identifying trends and challenging areas for any inconsistencies in quality or actions taken.
- Management of incidents with third party suppliers, escalating where appropriate, and ensuring the supplier performs to their contractual SLAs.
- Work closely with all colleagues in Technology in embedding and improving the Incident Management framework.
- Take on the role of Problem Manager when complex problems have been identified, completing route cause analysis with teams across the business.
- Manage the day-to-day Change Management activities by ensuring all changes have been correctly impacted assessed, documented, and approved.
- Proactively identify and log risks off the back of incidents, problems, and change activity, whilst taking ownership where appropriate to help mitigate or even remove risks in Technology's control.
- Developing and maintaining a range of Service Management frameworks which will set out the standards and procedures for how Technology functions in line with ITIL v4 best practise.
- Foster the principles of Continual Improvement by identifying process and service improvements to deliver a better service for our colleagues and customers.
- Conduct a regular schedule of audits across a number of internal Technology processes to monitor that the Technology function are adhering to the deliverables that have been set out across a range of functions.
- Provide out of hours Incident Management support on a rota basis (typically one in four weeks)
About You
You will have strong, demonstrable experience in a regulated IT environment, preferably within an IT Service Management role. You will also have a strong understanding of Service Management Framework principles and processes and the ability to apply your knowledge in project or programme activities.
- Solid Microsoft Office skills (Word, Excel, PowerPoint, Visio).
- (preferable) ITIL v4 Foundation qualification.
- (preferable) ITIL v4 Practitioner: Incident Management.
- Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets.
- Excellent communication skills both written and verbal, not fazed by difficult conversations.
- Structured and logical approach to problem solving.
- Strong analytical skills, and able to make sense of complex and logical problems quickly.
- Team player and willingness 'to get stuck in' where needed.
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