Service Assurance Support - Service Management & Operations

Reference Number - 78372

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

You will attract a salary of £27,687.00 and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date: 18/02/2024

We also provide the following additional benefits

• Annual Leave
• Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit scheme
• Tax efficient benefits: cycle to work scheme
• Season ticket loan
• Occupational Health support
• Switched On - scheme providing discount on hundreds of retailers products.
• Discounted access to sports and social clubs
• Employee Assistance Programme.

JOB PURPOSE:

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

We are looking for a detail-oriented individual as it is crucial in ensuring the delivery of high-quality reporting to our clients by providing operational support, monitoring service performance, and facilitating communication between multiple teams. You will help maintain service quality, resolve issues, and provide key business reporting.

DIMENSIONS:

• Part of a team of 6 specialists
• Operational matrix management of a Supplier team in the region of 60-70 staff, onshore and offshore
• Contract value for scope of responsibilities in the region of £7M per annum.

PRINCIPAL ACCOUNTABILITIES:

• Utilise monitoring tools to track the performance and availability of services.
• Generate regular reports on service performance metrics, identifying trends and potential areas for improvement.
• Coordinate with technical teams to ensure resolution of incidents, minimizing impact on service delivery.
• Communicate with customers regarding service status, incidents, and resolutions.
• Provide updates and incident reports to ensure customer awareness.:
• Monitor and report SLAs to ensure that service levels are met.
• Collaborate with other teams to address any SLA deviations and implement corrective actions.
• Maintain accurate and up-to-date documentation of service configurations, processes, and procedures.
• Maintain knowledge base articles for incident resolution and service troubleshooting.
• Identify opportunities for process improvement in service delivery.
• Collaborate with teams to implement enhancements and improve workflows.
• Facilitate knowledge transfer sessions to enhance the understanding of Service Assurance processes.
• Create the Senior Management Team reporting packs each month.

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.

You will work relatively autonomously, utilising your depth of knowledge to lead best practice and optimal service.

Whilst you will be focussed on a specific area of operations, you will take part in wider governance meetings, providing input and taking actions.

SKILLS, QUALIFICATIONS AND EXPEREINCE:

• 5 GCSE's A-C grade including Maths and English
• ITIL qualification in IT Service Management
• Experience with a Service Assurance or support role.
• Familiarity with service desk tools and incident management systems.
• Knowledge of ITIL (Information Technology Infrastructure Library) practices.

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

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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.