Head of Service Assurance

The Convergence Group
Closing date
6 Feb 2021

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Technology & New Media
Contract Type

Job Details


The business: an ambitious and dynamic service provider. The challenge: to ensure the availability of services to customers and be there when they need us. As Head of Service Assurance, you'll be leading a motivated team of Service Desk and NOC professionals in a fast-paced, Agile environment. It's the perfect setting for making a difference and shaping the way we give customers an excellent customer service.


Team leadership (40%)

Manage and motivate your direct reports (Service Desk Manager, NOC Manager) to deliver high levels of customer service and continuous improvement - it will be your responsibility to proactively and collaboratively review and refine your team's capabilities and to ensure they have the skills, capacity, training, and tools to do their job.

Manage resourcing and succession planning.

Complete monthly 1 to 1s and annual appraisals.

Work with the Operations Director, and your team to identify and implement people and service improvement initiatives.

Be responsible for training and development of your team to ensure their potential is maximised, and the right skills are available.

Manage the quality and productivity of your team, measured against clear KPI's and quality standard. Address gaps through training, development, and performance management.

Manage the productivity of your team, refining processes and working with the development team to deliver system improvements.

Resolving Customer Cases Effectively (30%)

Manage customer cases (Faults, Change, Information), to successful resolution, ensuring customers are updated throughout life cycle of the case through phone, email and portal.

Achieve Customer SLA's and KPIs and establish improvement plans where necessary.

Manage customer escalations, ensuring they are resolved, and customers satisfied.

Continuously extend capabilities to resolve more cases first time.

Work with the Development team to deliver a roadmap of systems improvement providing productivity and customer satisfaction gains to the business.

Work with Engineering and IT teams to improve event management, monitoring and the automation of common engineering tasks.

Continuous improvement through Identifying and implementing process and system improvements where they are impacting service desk performance.

Define and deliver an outstanding customer service experience (30%)

Operate a Customer Service Programme for hiring and training Service Desk and NOC agents that will consistently deliver people who are focused on delighting the customer.

Develop our processes to ensure customers are delighted, including proactive communication and responding to their service requests in a timely and effective manner.

Monitor success and continuously improve the Customer Service programme.

Develop a Common Operations manual for agents to follow, covering all key assurance procedures for successful case management.

Train and embed operational processes, measuring effectiveness at each stage.

Be an ambassador for Customer Service excellence across the business, and evolve the programme into something outstanding.


At least 10 years' experience in and around service assurance / operations, and 5 years in similar roles.

IT / Network service operations background.

You have delivered change combining people, processes and systems, which has delivered quantifiable benefits.

Focus on delivering outstanding customer service.

Experience of managing performance against SLA's and KPIs.

A handson management style. You are a "doer".

Exposure to a fastpaced SME business


A minimum of 5 GCSEs (or equivalent) including Maths and English

Understanding of ITIL

A full UK Driving Licence


37.5 hours per week


Place of Work: Solihull Office (with felxibility to work from home a couple of days per work where possible)

Competitive Salary

Substantial Bi-Annual Bonus Scheme

Private Medical Insurance (includes medical, mental health, optical & dental)

Income Protection

Life Assurance

Holidays with option to buy or sell

Pension scheme

Reward & recognition incentives

This role requires BPSS, SC and NPPV Level 3 clearance

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