Service Assurance Analyst

• Support Change, Problem, Major Incident, and Escalation Management activities.
• Help reduce service disruption and drive continuous improvement across technical, service, and customer teams.
• Own and coordinate Change Management activities.
• Facilitate CAB meetings and work with technical teams to minimise risk and customer impact.
• Keep customers and stakeholders informed about planned service activities.
• Identify trends, recurring issues, and service performance improvement opportunities.
• Drive Problem Management activities to uncover root causes and prevent recurrence.
• Lead post-major-incident reviews and implement lessons learned.
• Coordinate Major Incident responses to restore service quickly.
• Communicate clearly with customers and internal stakeholders during high-priority incidents.
• Produce reports and recommendations supporting continuous service improvement.
• Manage customer escalations through effective ownership, progression, and resolution.
• Build relationships with operational, engineering, service delivery, and supplier teams.
• Monitor key service metrics and use data to identify improvement opportunities.
• Champion automation and smarter ways of working.
• Review and enhance Service Assurance processes to improve customer outcomes.

• Experience working within an MSP, Managed Services, or IT Service Management environment.
• ITIL v4 is a MUST for this role.
• Strong understanding of Change, Problem, and Major Incident Management processes.
• Excellent communication skills, with the ability to build confidence with customers and stakeholders.
• A proactive, analytical approach to identifying trends, risks, and service improvements.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• The confidence to stay calm under pressure and take ownership when it matters most.
• A continuous improvement mindset, always looking for smarter ways to enhance services and customer experience.
• ITIL v4 Foundation certification, or a willingness to work towards achieving it.

Demonstrates expertise in Change, Problem, and Major Incident Management within an IT Service Management environment, leveraging ITIL v4 principles to drive continuous service improvement and effective communication with stakeholders.

• ITIL V4
• Change Management
• Problem Management
• Major Incident Management
• Service Improvement

• Change Management Processes
• Problem Management Processes
• Major Incident Management Processes
• Service Assurance Processes
• Data Analysis for Service Improvement

• Excellent Communication Skills
• Proactive Analytical Approach
• Strong Organisational Skills
• Calm Under Pressure
• Relationship Building

• ITIL V4 Foundation Certification

• Managed Services
• IT Service Management
• Continuous Improvement
• Customer Experience

• Service Management Tools
• Automation Tools