Service Assurance Manager

Job ID:29754
Location:Bracknell : 5 Arlington Square (LR_L000101) 
Position Category:Information Technology
Department:GB104021 : CRP - SERVICE OPERATIONS (GB104021)
Position Type:Employee Regular
Education Required:See Job Description
Experience Required:See Job Description
Relocation Provided:

Role Profile

The Service Assurance Manager will assure and deliver (via LR’s outsourced Partner) our Service Management processes and disciplines, ensuring that these meet the current and future business requirements.

The role will need to work very closely with the MSI partner and foster a collaborative Partnership and relationship to ensure a consistent service, with a focus on Protecting the live environment through robust process and providing accurate and consistent information via the CMDB.

Establishing and maintaining our core Service Levels and ensuring our MSI SLA/KPI’s are consistent / flow through to our various Service Integration partner, while supporting the Vendor Management function through commercial negotiations and agreements.

Working with the various Product Owners (e.g. EUC and Network) creation and maintenance of the key service catalogue elements /standards to enable efficient implementation.

Your duties will include

• Process ownership – own and develop LR’s Service Management processes and our critical requirements (along with baselined performance)
• Providing business insight into our Service Processes ensuring they are fit for purpose and meet the business need
• Assuring our MSI Partner in delivering the following processes Incident/Problem/Change/Release/Transition/Configuration Mgt processes
• Managing and assuring Service Improvement activities across all processes
• Mature our Service Processes (with a focus on Transition) to align with Product Management methodology (including DevOps)
• Platform Governance- assuring our Partners Service Now integration and associated roadmap/improvements aligned to business requirements
• Knowledge content – bringing incremental business knowledge into IS processes and assurance of our KBA ‘estate’ ensuring relevancy and use to ‘shift left/shift out’
• Service Catalogue governance – ensuring consistency and a positive user experience
• Service transition – acting as the interface to our change function
• Service Management reporting- provide consistent reporting across LR’s products- with ad-hoc reporting as required and service data consolidation (linked to CMDB)
• Tracking performance across processes- with a focus on Incident and Request to proactively escalate on behalf of the business where required

To be considered

• Has gained significant experience in a multi-vendor operational services environment
• Shows a systematic, analytical approach to problem solving
• A creative thinker, able to challenge, question and lead innovation
• Demonstrates a good knowledge of data and functional analysis, tools and techniques
• Track record of operational governance and delivery across global user geographies
• Previous experience of managing complex, geographically diverse, integrated solutions
• Good working knowledge and experience of Service Management methodologies ITIL or CMMI
• ITIL Foundation qualified plus practitioner in appropriate functional discipline(s)
• Understanding of project management methodologies (Prince2, Agile, Scrum, Kanban)
• Structured Project Management methodology
• Good communication skills, both written and verbal, ability to drive to deliver against agreed scope
• Possesses a broad understanding of business and business skills and understands the significance of commercial constraints
• Effective team player and able to be an ambassador for Group IT in stakeholder interactions both externally and internally

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