Service Assurance Analyst

Service Assurance Analyst

Service Assurance Lead, Service Design, Service Transition, Service Operations, SLA, Service Level Agreements, Digital Services, Service Acceptance Criteria, PRISM Governance, Continuous Service Improvement Plans (CSIP), ITIL Framework, Third-party Management

• Daily Rate: £400-£475 (via Umbrella)
• Contract Duration: 6 months initial
• 3 days per week on-site in Warrington, 2 WFH

We are seeking a Service Assurance Analyst to join our team on a contract basis. The role involves contributing to various stages of service design, transition, and operations, ensuring that service level agreements (SLAs) are realistic and met. This position requires a blend of technical understanding and excellent stakeholder management skills.

Day-to-day of the role:

• Contribute to the design and production of Digital Services related processes and documentation.
• Provide service governance for projects through Service Acceptance Criteria and PRISM Governance.
• Communicate effectively with all stakeholders before, during, and after changes delivered by Digital Operations & Project Delivery.
• Document and disseminate knowledge gained during the test, change, release, and deployment phases to all relevant parties.
• Ensure new or changed services are accepted by the business and stakeholders before implementation.
• Assist with the implementation of Continuous Service Improvement Plans (CSIPs) within the Digital Operations function.
• Monitor and respond appropriately to day-to-day customer/client issues to ensure resolution.
• Promote a positive image for Digital Operations, building and sustaining strong working relationships.
• Work with third parties to ensure they deliver maximum value to the business.
• Make decisions based on process and experience, and identify ways to improve existing services.

Required Skills & Qualifications:

• Excellent verbal and written communication skills; ability to present information effectively to a broad audience.
• Analytical and methodical, able to work through ambiguity.
• Experience working with multiple third parties at all levels and managing multiple priorities.
• Good awareness of financial and commercial commitments and liabilities, and the impact of unsuccessful change implementation.
• Strong experience in project management methodology, including delivery methods and testing lifecycle.
• Understanding of technology, infrastructure, telecommunications, and networks, with the ability to translate technical information for business users.
• Excellent customer service attitude, communication, and interpersonal skills including strong influencing and stakeholder management.
• Broad business knowledge, including understanding of ‘end-to-end' process operation.
• ITIL Foundation qualified (v3 or 4), or experience working within an ITIL framework, and willingness to work towards qualification.

In the first instance please submit your CV.