IT Service Assurance Lead (Infrastructure and Cloud Ops)

This role is responsible for ensuring IT Services are owned for specific business areas aligned to key business functions and departments (including regional offices and depots), 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.

Here’s how you will contribute:

• Build and maintain strong relationships with business stakeholders, providing regular engagement, issue resolution, and escalation management.
• Assure the quality, performance, and efficiency of end-to-end IT services, supporting service resolution to minimise business impact and meet or exceed SLAs.
• Oversee and support significant IT changes, ensuring impacts are understood, risks managed, and end-to-end testing completed prior to production.
• Lead and participate in Major Incident and Problem Management, including 24/7 rota cover, working closely with Product Group, Service Quality, IT Operations, and suppliers.
• Ensure clear, timely communication of service events and outages through established service management processes.
• Drive continuous service improvement through the creation and management of Continuous Service Improvement Plans.
• Manage supplier performance, including SaaS providers, ensuring contractual obligations, service reviews, and change control processes are met.
• Oversee vulnerability management, knowledge management, and problem resolution to prevent recurring or prolonged service issues.
• Monitor key performance indicators, customer satisfaction, and service quality, taking proactive action to address underperformance.
• Ensure services and suppliers are aligned to business objectives, regulatory requirements, and agreed technology strategy and roadmaps.

What you will need:

• Extensive IT management experience delivering services in multi-sourced environments, with strong customer service focus.
• Proven ability to build and manage effective relationships with a wide range of internal and external stakeholders.
• Strong leadership, interpersonal and influencing skills, with the ability to lead decisively when required.
• Excellent communication skills, able to translate complex IT issues into clear business language.
• Experience working within an ITIL-based service management environment (Foundation level preferred).
• Demonstrated commitment to continuous improvement and service optimisation.
• Strategic thinker able to translate strategy into practical, deliverable actions.
• Strong people management capability, including coaching, performance management, and skills development.
• Collaborative, proactive team player who builds networks and works effectively across the organisation.
• High energy, assertive and resilient, with strong decision-making skills in high-pressure situations.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for - now or in the future.

SGN is a leader in pioneering research and development toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. SGN is an award-winning employer, including CCA Gold Awards for 'Great Places to Work' and 'Inclusivity and Accessibility'.

If you require any accommodations or support during the application process, reach out to us. We’re here to help ensure an inclusive and accessible experience for everyone.