Service Assurance Manager

Recruiter
Gi Group
Location
Northamptonshire
Posted
14 Apr 2018
Closes
14 May 2018
Contract Type
Permanent
Hours
Full Time
Service Assurance Manager Hours: 35 hours, including 24 x 7 rotational on call cover. Location: Northampton Salary: Competitive (with Car Allowance) Purpose of the Role: My client is looking for a candidate to protect and recover service as quickly and safely as possible combining the required teams from across the business to support a traditional set of services that are provided to the business operation at several locations. They will be working within a team of four incident and major incident managers. You will: - Co-ordinate service repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working - Responsible for understanding the business impact of live incidents and ensuring that actions to mitigate those impacts are undertaken - Co-ordinate service repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working - Carry out Post Incident Reports and ensure appropriate actions are documented within the report for all major incidents and SLA breaches - Ensure that appropriate root cause analysis and problem management activities will be undertaken by suppliers subsequent to the incident, tracking to resolution and participating in proactive trend analysis - To maintain relationships between incident and problem management areas - Key contributor to the definition, development and maintenance of processes for Service Assurance activity - To ensure that Service Assurance activity is visible to the business and its Clients, and that a suitable high profile is maintained - Management of IT service recovery following Major Incidents and as the Service Assurance Incident Lead - Understand business impact of live incidents and direct the appropriate actions to manage those impacts during the incidents Knowledge, Skills and Experience: Experience or involvement in incident management Ability to manage service recovery and repair through application of Service and Supplier Management disciplines, e.g. ITIL, as appropriate Knowledge of client business models, product range and services Full knowledge of service incident, problem, change and release management processes Working knowledge of IT Command Centre services and service levels Driving performance and executing at speed Minimum Certification in ITIL V3 Foundation Certification in IT Service Management

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