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Service Assurance Manager

Ref No. EMP456255
Location Hatfield, England
Job type Permanent
Job Status Closed
You can not apply for this job as its status is Closed.
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A reputable and innovative online retailer is requiring a Service Assurance & Operations Shift Manager to join them on a permanent basis at their offices in Hatfield.


Service assurance, operations, major incident

The Job

A reputable and innovative online retailer is requiring a Service Assurance & Operations Shift Manager to join them on a permanent basis at their offices in Hatfield.

They operate 24/7 365 and so this is a shift based role. You will have direct line responsibility for your shift team comprising Incident Management and Service Assurance Specialists. Your primary focus will be to prioritize and coordinate the day to day working practices of the Incident Managers and Service Assurance Team dealing with competing customer demands whilst working with the other Shift Leaders to provide shift continuity and exceptional customer service.

  • Leading, mentoring and driving the performance of your response team ensuring knowledge and capability is in line with Business demands and introduction of new technologies.
  • Line management of a multi-skilled team including Development plans and one to one meetings.
  • Managing the capture and processing of incident tickets and requests within the Service Assurance Operations Centre ensuring all incidents are managed, updated, communicated and escalated as appropriate.
  • Managing customer expectations during Incident including both internal and external stakeholders.
  • Coordinating/creating an incident response team for high priority incidents.
  • Working with the Service Assurance Manager to influence, shape and implement strategic directions for the Service Assurance teams.
  • Provide monthly incident response performance reports.
  • Analyze the performance of Service Assurance activities and resolutions, identify problem areas, devise and deliver solutions to enhance the quality of service provided.
  • SLAs and KPI management and adherence.
  • Planning and effective delivery of project/continuous improvement initiatives.
  • Input to and influence the knowledge management process.
  • Management of the movers, leavers and joiners processes including new user orientation.
  • Develop and maintain a skills matrix around team roles and objectives.
  • Maintaining continuity and collaboration across Shift Teams.
  • Managing issues that might impede team effectiveness.

You may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

What we are looking for

  • Previous experience in a leadership role within an Operations Centre managing both a Major Incident Team and Service Desk teams in a highly technical and Agile environment.
  • Technical background and educated to degree level or equivalent within a Technical or Science or similar numerate subject.
  • Significant experience in Change, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.
  • Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyze process-related metrics.
  • Strong problem-solving skills.
  • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
  • Self-motivated, able to deliver under deadlines and multi-task under pressure.

Soft Skills:

  • Driven to provide exceptional customer service and team morale.
  • Self-starter with a passion for personal development
  • Excellent customer service and telephone skills
  • Must be team-oriented
  • Must have a desire and passion for continuous improvement
  • Excellent verbal and written communications skills

Salary on offer between £55,000-£65,000 per annum, negotiable depending on experience. An excellent employee benefits package is also available.

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.

You can not apply for this job as its status is Closed.
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