Service Assurance Manager Job Description

KEY RESPONSIBILITIES

  1. Advise and support on all aspects of service assurance. Maintain an overview of service activity across the company and work to gain wider knowledge of service issues.
  2. To establish and maintain, strong and productive relationships with key senior managers from all areas of the company, to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement.
  3. To effectively communicate with company stakeholders so that they are fully aware of their responsibilities.
  4. To ensure company is well placed to challenge the status quo and effect change by using learning to create innovation and improvement opportunities.
  Service Assurance Manager Job Description
  5. To establish and maintain strong and productive relationships to ensure that service performance is effectively managed and monitored and issues promptly dealt with, that problems escalated by the company are resolved efficiently and effectively and that SISS are supported in developing productive relationships with the company
  6. To ensure effective performance monitoring of company service areas (defined areas) and that interdependencies and related performance issues are investigated and acted upon and that good practice is recognised and shared. Propose and deliver service improvements where required. Ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date. Provide input to the service related contract change control process.
  7. Ensure that appropriate and effective communications are in place for all stakeholders including ensuring escalation routes are clear and well managed. Identifying needs, risks and issues and propose appropriate solutions and courses of action.

 
  8. To help ensure escalation routes are clear and well managed, and that interdependencies and related performance issues within the framework are investigated and acted upon and that good practice is recognised and shared, proposing and delivering service improvements where required

  9. Provide advice and support for the design, planning, development and introduction of new services, ensuring these are consistent with the principles and contractual agreements and that the suppliers are fully engaged and involved early to ensure they can provide appropriate and good value service offerings across the company.

  10. To be aware of personal financial authority and limits and to ensure this authority is exercised in accordance with the company financial policies.

Service Assurance Manager Job Description [cont]

# Experience in the management of the delivery of technology services.
# Significant experience of managing service through outsourced technical contracts.
# Extensive experience of negotiating service level agreements and performance agreements.
# Knowledge and experience of successfully managing change.
# Proven experience of negotiating with staff, customers and suppliers.
# Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level
# Ability to manage relationships with SISS and company managers and this interface with sensitivity.
Service Assurance Manager Job Description
# Can demonstrate a high level of political and business awareness; acutely aware of organisational sensitivities.
# Can interpret service assurance concerns and identify issues in a form that relates to business and commercial considerations and can be dealt with by senior management.
# Can demonstrate a high level of political and business awareness; acutely aware of organisational sensitivities.

  #Detailed knowledge of the delivering quality standards
  # The ability to draft clear and concise reports and other professional documentation.
  # Significant experience of contract negotiation and effective monitoring of agreed contracts.
  # Good understanding of the company strategy and direction in defined service areas.
  #An understanding of the current FM&T strategy, objectives and major projects developments.
  # Good overview of each Business units portfolio and alignment with overall strategy
  # Extensive understanding and in depth knowledge of varying service requirements business units requirements
  # ITIL Service Management Certificate or equivalent experience

Service Assurance Manager Job Description [cont]