Service Assurance Coordinator

Salary - £39,816

Work Type - Hybrid

Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37.0 Hours per Week

United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.

We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.

We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution."

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Job Purpose

This is a new role created within in Technology Services to help co-ordinate and administer the Service Design & Assurance Team. Working alongside Senior Service Assurance Analysts, the role will help to support the creation and maintenance of relevant service documentation, contribute to the success of the team in safely delivering services into Production, and to ensure activities are carried out so that the team continue to provide a quality service.

• To co-ordinate & administer the Service Design & Assurance team
• Provide Service Design & Assurance for a specific grouping of projects (Process Automation, Mobile App & AI Delivery)
• To support senior members of the team across Small – Large projects

Accountabilities & Responsibilities

• Contribute to the design and production of Technology Services related processes and documentation
• Creation of resource estimates and review demand profile with Service Assurance team members
• Maintenance of Service Catalogue & Service Design repositories
• Maintenance of Service Assurance tracker and publish relevant reports
• Maintain alignment of Service Designs with Service Desk Knowledge Articles
• Monitor and implement appropriate responses to day-to-day customer/client issues to ensure that appropriate resolution is achieved (monitor Acceptance Management mailbox and Remedy resolver group)

Technical Skills & Experience

• Demonstrate some understanding of ITIL and Project Methodologies (including the project lifecycle)
• Demonstrate some understanding and knowledge of Service Design & Transition
• Broad understanding of Technology and how it supports an organisations objective’s
• Experience of using Confluence, Sharepoint and proficiency in Microsoft Office
• Organised, self-motivated and able to work without direction; Ability to manage multiple tasks and deadlines
• Strong written and verbal communication skills

Qualifications

Essential Qualifications

• Willingness to work toward ITIL Foundation qualification.

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.