Assurance Team Lead

Job Title: Service Assurance Lead Location: Reports to: Service Assurance & Quality Manager / Product Group Manager As the Service Assurance Lead, you will be responsible for ensuring the effective delivery of IT services for End User Computing (EUC), including computers, phones, printers, and meeting room equipment. This role involves managing the relationship with IT service partners, overseeing escalations, and ensuring the alignment of services with business needs. You will act as a key point of escalation for service disruptions and collaborate with business stakeholders to drive service improvements. Build and maintain relationships with operational staff to support service escalations and resolve issues. Oversee significant IT changes, ensuring comprehensive testing before production deployment. Champion continuous improvement and optimization of IT services. Manage service escalations with ITSM partners and the Service Quality & Assurance team. Communicate service events, outages, and disruptions as part of the Major Incident Management process. Ensure quality, cost, performance, and efficiency of end-to-end IT services. Support service resolution, aiming to exceed service level targets and minimize business impact. Regularly engage with senior business stakeholders to ensure service levels are maintained. Drive a culture of continuous service improvement through the creation and management of improvement plans. Align business service requirements with service improvements and new demands. Stakeholder & People Management: Participate in Major Incident and Problem Management activities. Foster collaboration with the ITSM provider and key ecosystem partners to deliver cost-effective IT services. Reporting & Quality Assurance: Ensure IT services align with business objectives, driving efficiency and innovation. Audit & Compliance: Manage IT service providers in line with business goals and objectives. Extensive experience in IT service management, with a focus on multi-sourced environments. ~5+ years of customer service experience, preferably in a senior role. ~ Proven leadership, change management, and results delivery experience. ~ Strong communication and stakeholder relationship-building skills. ~ Experience working within an ITIL-driven environment. ~ Strong leadership, with the ability to develop teams and manage performance.