IT Service Assurance Lead

Salary: Personal Contract

Perks & Benefits: Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

Reference: REQ4619

We are looking for….

We are looking for an ITService Assurance Lead within our Gas Control teamto ensure the effective delivery of end-to-end services. You will be protecting the integrity of all relevant IT services, delivering support and handling escalations to meet business requirements and minimise disruption.

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you’re supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• Supporting all significant IT changes, checking the impacts of each change and that full end-to-end testing is completed before moving ahead
• Managing service escalations with the Product Group Manager, Service Quality & Assurance Manager and Head of IT Operations
• Managing and being part of a 24/7 coverage rota across IT Operations to maintain SGN management oversight during out of hours issues with significant business impact
• Working with other Service Assurance Leads across Product Groups to ensure cross-Product Group dependencies are understood and managed
• Reviewing Qualys reports and work closely with our support partner to ensure all vulnerabilities are addressed via patching
• Championing the delivery of continuous improvement and optimised IT services, identifying opportunities to maximise efficiency and goals through initiatives, suppliers and Technology strategy
• Working very closely and building relationships with key stakeholders, system integrators and suppliers of SaaS services to establish shared understanding of issues
• Arranging relationships between CGI and our support partner to resolve Problem Records and avoid long running issues to the business

What you’ll need

• You have extensive IT experience at a management level and are confident translating complex IT issues into business related vocabulary
• You have at least 3 years customer service experience, preferably at a senior level
• You have experience with the delivery of IT Services in a multi-sourced environment
• Confident influencer, with great interpersonal and leadership skills
• Experience working within an ITIL disciplined environment, ideally with Certification at Foundation level
• Great attention to detail with a focus on delivering excellent customer service
• You enjoy developing people and managing for improved performance and optimisation
• You enjoy a collaborative work environment and like to proactively build networks across the business

This role will require flexibility with travel to main SGN office locations, as required.