Service Assurance Manager

Location: Hybrid working from our Bradford office

Job Type: Permanent | full-time, 37.5 hours per week

We’re looking for an IT Service Assurance Manager to join our Technology team.

This is a key operational leadership role responsible for driving service quality, continuity, transition of service and continuous improvement across IT Service Operations. You’ll lead operational and transitional practices, oversee service performance and analytics, and help strengthen service performance and operational resilience across the organisation.

• Lead quality measures, service improvement and reporting, across Major Incident and Problem Management practices
• Drive service level performance, reporting and continuous improvement activities
• Play a key role in the development and assurance of Service Transition and Service Continuity practices
• Lead and develop a small Service Operations Analysts team
• Work closely with technical teams, suppliers and business stakeholders to improve service quality and resilience
• Provide clear operational reporting and service insights to senior stakeholders

• Experience leading IT service operations and delivery teams within a large organisation.
• Experience with in IT Service Management functions
• Strong understanding of Incident, Problem, Transition/Acceptance and Continuity practices.
• Detailed Knowledge of ITIL-aligned service management frameworks
• Experience working with ITSM/ESM platforms such as Service Now
• Excellent communication, stakeholder management and problem-solving skills
• A good team leader able to with a solid track record of coaching and development of others.
• ITIL certifications (V3 & V4 Standards)
• Detailed Experience across Service Transition and Operational Acceptance/Readiness processes
• Experience of working into and across organisational risk governance, BIA, Business Continuity practices.
• Working knowledge of Business change practices, change delivery and project governance.