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Service Assurance Manager
2 weeks ago
The Service Assurance Manager is responsible for ensuring that the adverse impacts of technology incidents and problems are minimised, and that service requests are fulfilled in line with agreed Operational Level Agreements (OLAs). The postholder plays a key role in maintaining and safeguarding the quality, reliability, and availability of DVSA's IT services. They will provide regular updates and escalated service risks to the Head of User Services and the Chief Technology Officer when appropriate, ensuring that potential issues are identified early and managed effectively. The postholder will also ensure that DVSA's IT Operations are aligned with industry best practice and contribute to the continuous improvement of IT Service Management processes across the organisation. In addition, the Service Assurance Manager owns the IT Service Management (ITSM) Reporting Strategy for User Services and oversees the production of management reports and statistical analysis on incidents, problems, and service requests. This insight supports effective decision‑making and helps drive service improvement. Top Responsibilities Managing significant outages and crises and reporting issues to problem management. Working closely with workplace services, infrastructure, applications operators and communication managers, escalating to Head of User Services when appropriate. Aiming to restore normal service operation as quickly as possible and minimise any adverse effects on business operations. This ensures that the best possible levels of service quality and availability are returned and maintained. Aiming to resolve and control the root causes of incidents caused by errors within the IT infrastructure, to prevent the recurrence of these incidents. Providing leadership and control for the incident and problem teams to execute their work effectively and manage resources (resolvers) to provide first‑class user support. Monitoring incidents, problems and requests throughout their lifecycle to ensure services are delivered to the OLA and or SLA. Experience Required The role holder should have extensive experience in an IT Service environment, with experience of ServiceNow. Experience of creating and implementing processes, monitoring effectiveness, and driving process improvement. Experience of all aspects of IT services delivery, with experience of delivery in a complex multi‑vendor supply chain with a mix of internally and externally sourced service provision. Experience of people management, both directly and virtually. Strong communication skills both oral and written, self‑motivated and pro‑active, with the ability to remain calm under pressure. Ability to use influencing skills to persuade and negotiate successful outcomes to support Technology Services in achieving its objectives within DVSA. Methodical approach to detail with good analytical skills and work to tight deadlines. Benefits Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave). 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday. Access to the staff discount portal. Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc. Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues. 24‑hour Employee Assistance Programme providing free confidential help and advice for staff. Flexible working options where we encourage a great work‑life balance. #J-18808-Ljbffr
