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- Tasks: Lead IT service assurance, ensuring effective delivery and support for key business areas.
- Company: Join a dynamic team at SGN, focused on innovation and collaboration.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Be part of a supportive environment with excellent career advancement opportunities.
- Why this job: Make a real impact by optimising IT services and enhancing business operations.
- Qualifications: Extensive IT management experience and strong stakeholder relationship skills required.
The predicted salary is between 50000 - 60000 £ per year.
This role is responsible for ensuring IT services are owned for specific business areas aligned to key business functions and departments, ensuring the effective delivery of end-to-end services. They are responsible for protecting the integrity of all relevant IT services, ensuring support and escalations are handled effectively, to meet the changing requirements of the business and the external environment. They act as a point of escalation for service outages and disruption, in the role of IT service representative within SGN locations or specific business areas.
Responsibilities
- Build and maintain business relationships, regularly maintaining contact with key operational staff and supporting any escalations or issues.
- Support all significant IT changes affecting areas of responsibility, checking the impacts of each change and that full end-to-end testing is carried out before entering production within the product group.
- Champion the delivery of continually improving and optimised IT services.
- Managing service escalations with the Product Group Manager, Service Quality & Assurance Manager and Head of IT Operations.
- Ensure regular and consistent business communication of service events, planned and unplanned outages in conjunction with the Service Management Major Incident process.
- Manage and be part of 24/7 coverage on a rota basis across IT Operations, to maintain SGN management oversight in any high priority incidents or those with significant business impact.
- Work closely with the Major Incident Team to ensure all HPI’s are being progressed as quickly as possible to avoid prolonged impact to the Business.
- Work closely with IT Service Assurance Lead in other Product Groups to ensure any cross-Product Group dependencies are understood and managed.
- Work closely with Suppliers of SaaS services to ensure that their contractual needs in respect to SLAs, JPIs are being met and attend regular service reviews.
- Raise any Requests for Change for any SaaS supplier changes to production.
- Review Qualys reports and work closely with our support partner to ensure all vulnerabilities are addressed via regular patching.
- Ensure all Knowledge Articles are reviewed at least annually to ensure they remain current.
- Responsible for arranging relationship between CGI and support partner in respect of resolving Problem Records.
- Ensure Problem Records are reviewed regularly to avoid long-running issues to the Business.
What you will need
- Extensive IT experience at management level.
- Experience delivering IT Services in a multi-sourced environment.
- Minimum of 3 years customer service experience, preferably at a senior level.
- Proven experience working with a wide range of stakeholders – both internal and external.
- Strong interpersonal, influencing and leadership skills.
- Strong stakeholder relationship skills.
- Excellent communication skills at all levels, with the ability to translate complex IT issues into business-related vocabulary.
- Strong drive for continuous improvement.
- Experience working within an ITIL (ideally certified at Foundation Level) disciplined environment.
- Collaborative approach and proactively building networks working effectively across the business to address challenges and make improvements.
IT Service Assurance Lead employer: Cornerstone
Contact Detail:
Cornerstone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Assurance Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even local events. The more you engage, the better your chances of landing that IT Service Assurance Lead role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your experience in managing IT services and how you've tackled challenges in the past. Real-life examples can make you stand out.
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, drop a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. By applying directly, you’ll have a better chance of getting noticed by the right people who are looking for someone just like you.
We think you need these skills to ace IT Service Assurance Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Service Assurance Lead role. Highlight your extensive IT experience and any management roles you've held. We want to see how your skills align with the responsibilities listed in the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your experience in delivering IT services and how you’ve built strong relationships with stakeholders. We love a good story!
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear, concise language and avoid jargon. We want to see how you can translate complex IT issues into business-related vocabulary.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Cornerstone
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially if you're certified at Foundation Level. Be ready to discuss how you've applied ITIL principles in past roles, particularly in managing service escalations and improving IT services.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've built and maintained relationships with key stakeholders. Highlight your experience in communicating complex IT issues in a way that resonates with non-technical staff, as this will be crucial for the role.
✨Demonstrate Your Problem-Solving Prowess
Think of specific instances where you've successfully managed high-priority incidents or service outages. Be ready to explain your approach to resolving these issues and how you ensured minimal impact on the business.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've championed improvements in IT services in previous roles. Share any initiatives you've led or been part of that resulted in enhanced service delivery or operational efficiency.