Service Assurance Manager

As Service Assurance Manager’s, you will work with internal stakeholders to provide an effective service assurance solution via the ServiceNow toolset  You will be responsible for the effective delivery of enhancements/demands within the ServiceNow toolset, as well as maintaining a business effective tool.

You will serve as an ITIL expert in the analysis / development of existing processes, procedures and methods to promote effective business and systems operations through standardisation, improvement, simplification and discontinuance.

Drive process change by integrating new processes with existing ones.

Establish and maintain strong and productive relationships with the IT partner and suppliers to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations.

Manage performance and set direction, priorities and assign clear accountabilities and performance expectations; review performance and address underperformance when needed. Lead the staff appraisal process effectively

Skills required:

• Extensive experience in working in a Service Assurance, implementing ITIL / service management strategy, processes and tooling.
• Significant and demonstrable experience in ITIL v4
• Influential relationship management skills with stakeholders, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets.
• Exposure to the functionality of ServiceNow and New Relic toolsets
• At least 2 years’ experience in effective team management