Head of Service Assurance

**A DAY IN THE LIFE OF A HEAD OF SERVICE ASSURANCE**
**Team leadership (40%)**
- Manage and motivate your direct reports (Service Desk Manager, NOC Manager) to deliver high levels of customer service and continuous improvement - it will be your responsibility to proactively and collaboratively review and refine your team’s capabilities and to ensure they have the skills, capacity, training, and tools to do their job.
- Manage resourcing and succession planning.
- Complete monthly 1 to 1s and annual appraisals.
- Work with the Operations Director, and your team to identify and implement people and service improvement initiatives.
- Be responsible for training and development of your team to ensure their potential is maximised, and the right skills are available.
- Manage the quality and productivity of your team, measured against clear KPI’s and quality standard. Address gaps through training, development, and performance management.
- Manage the productivity of your team, refining processes and working with the development team to deliver system improvements.

**Resolving Customer Cases Effectively (30%)**
- Achieve Customer SLA’s and KPIs and establish improvement plans where necessary.
- Manage customer escalations, ensuring they are resolved, and customers satisfied.
- Continuously extend capabilities to resolve more cases first time.
- Work with the Development team to deliver a roadmap of systems improvement providing productivity and customer satisfaction gains to the business.
- Work with Engineering and IT teams to improve event management, monitoring and the automation of common engineering tasks.
- Continuous improvement through Identifying and implementing process and system improvements where they are impacting service desk performance.

**Define and deliver an outstanding customer service experience (30%)**
- Operate a Customer Service Programme for hiring and training Service Desk and NOC agents that will consistently deliver people who are focused on delighting the customer.
- Develop our processes to ensure customers are delighted, including proactive communication and responding to their service requests in a timely and effective manner.
- Monitor success and continuously improve the Customer Service programme.
- Develop a Common Operations manual for agents to follow, covering all key assurance procedures for successful case management.
- Train and embed operational processes, measuring effectiveness at each stage.
- Be an ambassador for Customer Service excellence across the business, and evolve the programme into something outstanding.

**YOUR EXPERIENCE**
- Substantial experience in and around service assurance / operations, and in similar roles.
- IT / Network service operations background.
- You have delivered change combining people, processes and systems, which has delivered quantifiable benefits.
- Focus on delivering outstanding customer service.
- Experience of managing performance against SLA’s and KPIs.
- A handson management style. You are a “doer”.
- Exposure to a fastpaced SME business

**YOUR QUALIFICATIONS & KNOWLEDGE**
- A minimum of 5 GCSEs (or equivalent) including Maths and English
- Understanding of ITIL
- A full UK Driving Licence
- BPSS, SC and NPPV clearance is required for this role

**WHAT'S IN IT FOR YOU**
**T&Cs**:

- 37.5 hours per week
- Permanent / Full Time
- Place of Work: Hybrid working model

**Benefits**:

- Competitive Salary
- Car allowance
- Bonus of up to 10% per annum
- Holidays with option to buy or sell
- Pension scheme
- Reward & recognition incentives
- 24x7 EAP cover

**Additional benefits you are entitled to upon successful completion of probationary period**:

- Private Medical Insurance (includes medical, mental health, optical & dental)
- Income Protection
- Life Assurance
- Enhanced family policies
- L&D opportunities
- Cycle to work scheme

**Salary**: £60,000.00-£80,000.00 per year