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- Tasks: Lead IT service assurance for utilities, ensuring top-notch service delivery and support.
- Company: Join a dynamic team focused on enhancing IT services in the utilities sector.
- Benefits: Enjoy competitive salary, opportunities for remote work, and a culture of continuous improvement.
- Why this job: Be part of a mission-driven team that values innovation and collaboration in IT service management.
- Qualifications: 5+ years in IT management, SCADA experience, and strong customer service skills required.
- Other info: Participate in 24/7 incident coverage and engage with major stakeholders.
The predicted salary is between 43200 - 72000 £ per year.
Purpose of the Role: Ensure IT services are effectively delivered and maintained for specific business areas, including regional offices and depots. Handle service support and escalations to meet business needs and act as the IT service representative.
Key Responsibilities:
- Build and maintain business relationships, managing escalations and issues.
- Support significant IT changes, ensuring full testing before production.
- Champion continuous improvement of IT services.
- Manage service escalations and communication of service events.
- Participate in 24/7 coverage for high priority incidents.
- Collaborate with the Major Incident Team and IT Service Assurance Lead.
- Work with SaaS suppliers to meet SLA requirements and review services.
- Review and manage vulnerability reports and knowledge articles.
Key Accountabilities:
- Ensure high-quality, efficient IT services.
- Assist in service resolution to meet service level targets.
- Meet regularly with stakeholders and suppliers to monitor service levels.
- Drive continuous service improvement aligned with business needs.
Stakeholder & People Management:
- Participate in major incidents and problem management.
- Monitor key performance indicators and customer satisfaction.
- Develop strong relationships with business colleagues and service providers.
Reporting and Quality Assurance:
- Monitor performance indicators and address under-performance.
- Agree on priorities and actions with key managers and service providers.
Audit and Compliance:
- Manage IT services in line with business goals.
- Identify opportunities for efficiency and innovation with technology suppliers.
Key Skills:
- Extensive IT management experience.
- Gas Experience SCADA Experience.
- Experience delivering IT services in multi-sourced environments.
- At least 5 years of senior-level customer service experience.
- Strong interpersonal, leadership, and stakeholder relationship skills.
- Excellent communication, translating IT issues into business terms.
- ITIL Foundation Level certification preferred.
- Strategic thinking with actionable delivery.
- Ability to travel to main office locations as needed.
Behaviours:
- Strategic, detail-oriented, and customer-focused.
- Collaborative, assertive, and driven.
- Strong decision-making and influencing skills.
Contact Detail:
TalentHawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Assurance Lead - SCADA
✨Tip Number 1
Familiarise yourself with SCADA systems and their role in IT service assurance. Understanding the specific technologies and processes involved will help you speak confidently about your experience and how it relates to the job.
✨Tip Number 2
Network with professionals in the utilities sector, especially those with experience in IT service management. Engaging with industry peers can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with managing service escalations and stakeholder relationships. Be ready to share specific examples that demonstrate your ability to handle high-pressure situations effectively.
✨Tip Number 4
Stay updated on the latest trends in IT service management and continuous improvement strategies. Showing that you are proactive about learning and adapting can set you apart from other candidates.
We think you need these skills to ace IT Service Assurance Lead - SCADA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant IT management experience, particularly in SCADA and utilities. Use specific examples that demonstrate your ability to deliver IT services in multi-sourced environments.
Craft a Compelling Cover Letter: In your cover letter, emphasise your extensive experience in customer service and your strong interpersonal skills. Mention how you can contribute to continuous improvement of IT services and your strategic thinking abilities.
Highlight Relevant Certifications: If you have an ITIL Foundation Level certification or any other relevant qualifications, make sure to include these prominently in your application. This shows your commitment to best practices in IT service management.
Showcase Stakeholder Management Skills: Provide examples of how you've developed strong relationships with stakeholders and managed escalations in previous roles. This is crucial for the position and will set you apart from other candidates.
How to prepare for a job interview at TalentHawk
✨Showcase Your IT Management Experience
Be prepared to discuss your extensive IT management experience, particularly in multi-sourced environments. Highlight specific examples where you've successfully delivered IT services and managed escalations.
✨Demonstrate Stakeholder Relationship Skills
Since building strong relationships is key for this role, come equipped with examples of how you've developed and maintained relationships with stakeholders and service providers in previous positions.
✨Communicate Clearly and Effectively
Practice translating complex IT issues into business terms. This will show your ability to communicate effectively with non-technical stakeholders, which is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions about handling major incidents and problem management. Prepare scenarios where you successfully resolved high-priority incidents or improved service delivery, showcasing your strategic thinking and decision-making skills.
