IT Service Assurance Manager

Job Description

Location: Trinity Buoy Wharf

Contract Type: Permanent

Closing Date: 09 November 2023

Salary: £65,000-67000 a year plus benefits

Hours of Work: 40 hours per week, Monday to Friday

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We are looking for an IT Service Assurance Manager to build excellent relationships with our primary IT outsourcing partner and other key suppliers to aid continuous improvement and service quality.

You’ll ensure performance is managed and monitored to SLA’s and issues are dealt with promptly and in line with contractual obligations

While running the governance process with the IT outsourcing partner and other strategic IT suppliers, you’ll ensure key stakeholder are engaged, that underpinning data is timely, accurate and insightful. Appropriate action will be taken to ensure that the agreed contractual mechanisms are working.

Serving as an ITIL (or equivalent methodology) expert in the analysis/development of IT Service Management Industry best practice processes, procedures and methods to promote effective business and systems operations through standardisation, improvement, simplification and discontinuance.

You’ll actively drive process change and improvement by integrating new processes with existing ones and maintain the balance between the business need for change and the impacts of those changes.

Having overall responsibility for the oversight and management of all major incidents and their resolutions, you’ll coordinate the lead suppliers ensuring a structured investigation is carried out with the respective business areas.

Working closely with the Project Change Board to gain an understanding of the business direction and future projects, you’ll provide IT input as appropriate to ensure support requirements are factored into service arrangements.

Holding regular service review meetings to look at performance, you’ll analyse data to recognise trends, root causes and agree improvement plans

We’re looking for someone who has extensive experience (7+ years) in IT managed services and an outsourced service delivery environment. Plus extensive experience in working in a Service Assurance/Delivery environment and implementing ITIL/service management strategy and processes.

Being able to influence relationships and communicate with stakeholders is key as well as maintaining service targets and a high quality service along with strong analytical skills and being able to tackle technical problems quickly.

Where: You’ll be based at our offices at Clipper House, Trinity Buoy Wharf, London E14 0JY, a short walk from Canning Town tube or a hop across the river on our staff boat, from North Greenwich tube.

So why apply?

Uber Boat by Thames Clippers are London’s leading River Bus service. Our fleet of high speed catamarans provide commuters and sightseers with a unique way to travel around the capital. We carry around 5 million passengers a year and currently employ around 470 people, which is set to increase over the next few years.

We are an entrepreneurial and inclusive organisation that was voted “Employer of the Year” at the 2017 London Transport Awards and “Ferry Operator of the year” this year. There is real potential for internal development and promotion within our business and internal succession is one of our core principles. Our values: Trusted to do the Right Thing, Great Place to Work, Be Excellent and Respect allow our employees to excel in their careers with us and be Best in Class, Always.

Our commitment to inclusion

We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.