IT Service Assurance Lead

IT Service Assurance Lead (2 year FTC)

Portsmouth | Personal Contract (dependent on skills and qualifications)

Full-time | Hybrid (2 days per week on site in Portsmouth)

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

REQ5585

This role is responsible for ensuring IT Services are owned for specific business areas aligned to key business functions and departments (including regional offices and depots), ensuring the effective delivery of end-to-end services. 

They are responsible for protecting the integrity of all relevant IT Services, ensuring support and escalations are handled effectively, to meet the changing requirements of the business and the external environment. They act as a point of escalation for service outages and disruption, in the role of IT service representative within SGN locations or specific business areas. 

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute...

• Build and maintain business relationships, regularly maintaining contact with key operational staff and supporting any escalations or issues.
• Support of all significant IT changes affecting areas of responsibility, checking the impacts of each change and that full end to end testing is carried out before entering production within the product group
• Champion the delivery of continually improving and optimised IT services.
• Managing service escalations with the Product Group Manager, Service Quality & Assurance manager and Head of IT Operations.
• Ensure regular and consistent business communication of service events, planned and unplanned outages in conjunction with the Service Management Major Incident process.
• Manage and be part of 24/7 coverage on a rota basis across IT Operations, to maintain SGN management oversight in any high priority incidents or those with significant business impact.
• Work closely with the Major Incident Team to ensuring that all HPI’s are being progressed as quickly as possible to avoid prolonged impact to the Business. 
• Work closely with IT Service Assurance Lead in other Product Groups to ensure any cross-Product Group dependencies are understood and managed.
• Work closely with Suppliers of SaaS services to ensure that their contractual needs in respect to SLA’s, JPI’s are being met and attend regular service reviews.
• Raise any Requests for Change for any SaaS supplier changes to production.
• Review Qualys reports and work closely with our support partner to ensure that all vulnerabilities are addressed via regular patching.
• Ensure that all Knowledge Articles are reviewed on at least an annual basis to ensure they remain current.
• Responsible for arranging relationship between CGI and our support partner in respect of resolving Problem Records.
• Ensure Problem Records are reviewed on a regular basis to avoid long running Issues to the Business

What you will need

• Extensive IT experience at management level. 
• The delivery of IT Services in a multi-sourced environment. 
• Minimum of 3 years customer service experience, preferably at a senior level. 
• Proven experience in working with a wide range of stakeholders – both internal and external. 
• Strong interpersonal, influencing and leadership skills. 
• Strong stakeholder relationship skills. 
• Excellent communication skills at all levels, with the ability to translate complex IT issues into business related vocabulary. 
• Strong drive for continuous improvement. 
• Experience of working within an ITIL (ideally Certification at Foundation Level) disciplined environment. 
• Collaborative approach and proactively building networks working effectively across the business to address challenges and make improvements

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >