Service Assurance Specialist - Service Management & Operations

78370 - Service Assurance Specialist - Service Management & Operations

This Service Assurance Specialist - Service Management & Operations will report to the Service Assurance Manager and will work within the Information Systems team based in our Crawley office. You will be a permanent employee.

You will attract a salary of £46,306 and a bonus of 7.5% This role can also offer blended working after settling in period - 3 days in the office and 2 remote

Close Date: 18/02/2024

We also provide the following additional benefits

JOB PURPOSE:

IT service is provided by both outsourced managed service providers and in-house functions

To support the Service Assurance Manager - Service Management & Operations in the management of daily operational performance across all IT services, ensuring consistency of delivery and agreement to agreed processes, assisting with governance reviews of service integrator capabilities ensuring adherence to operational process and contractual obligations. This may include a selection of following capabilities: Major Incident; Incident; Service Request & Catalogue; Operational Change; Problem; Operational Readiness; ELS; Availability; Capacity; Event; ITSCM; SACM; Software License; Knowledge; CSI

PRINCIPAL ACCOUNTABILITIES :

1. Establish relationships with Suppliers and internal delivery teams to ensure consistency of process and governance

2. Provide operational interface between suppliers and the IS Ops function

3. Improve on all Service Management processes ensuring that they are adopted and used by all operational teams (internal & external).

4. Carry out Supplier Management and participating in monthly service reviews with suppliers to ensure that contracts with suppliers are aligned to our needs which support with agreed SLAs.

5. Assure the delivery of service performance against defined and measured success standards, including capability to resolve and escalate issues.

6. Take ownership of a set of UKPN service & operational processes; responsible for obtaining (defining) and applying the relevant UKPN Common Principles, Big Rules, Policy documents, so it is clear what UKPN will do, what Suppliers will do, what 3rd parties will do,

7. Be first contact between Suppliers and UKPN for Service Management process issues within sphere of ownership

8. Ensure that the UKPN Service Management toolset is being used to support the Service Management process and operations

9. Attend review meetings with Suppliers and UKPN Delivery teams to ensure service quality and process compliance

NATURE AND SCOPE:

You will be part of a team (7 FTEs including line manager) which in turn is part of the wider IS Operations team and will work relatively autonomously, utilising your depth of expertise to guide best practice and service.

You may be required to work out of hours to ensure business systems remain available to the user base at UK Power Networks.

You will participate in a "1 in 3" on call rota in the event UK Power Networks suffers from a P1 or P2 major incident and is the UK Power Networks contact through the incident. Whilst you will focus on a specific area of operations, you will take part in wider governance meetings, providing input and taking actions.

There will be two main priorities for the role holder:

• Delivering service to ensure IS performance targets are met. These include System Availability (% of up time for applications), System Reliability (reducing the number of P1 incidents) and Customer Satisfaction (the IS version of BMOCS - striving to be a 9 out of 10 organisation);

• Ensure that the above is achieved within budget allocated

SKILLS, QUALIFICATIONS AND EXPERIENCE:

1. Bachelor's degree in Information Technology, Telecommunications, or a related field.

2. ITIL Practitioner certification

3. Operational knowledge of the ITIL framework,

4. Take control of major Incidents & problems and lead resolution.

5. Experience coaching people to build their capability and confidence

6. Play an active role in the resolution of major Incidents & problem investigation

7. Operate and manage in an environment of change.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.