Head of Service Assurance

Job Description

EITS is currently recruiting for a Head of Service Assurance, this role will lead and influence all aspects of performance & quality across the end to end ITSM operating model. Focus will be placed on the following key areas (but not exclusive); Process Excellence, Performance Insights, Continual Service Improvement, Training & Capabilities, Internal & External Audit, ITSM Governance and Tool Management. This role will ensure the right controls are in place across the key areas, making recommendations on findings, co-creating and closing the loop with key stakeholders ensuring progress and action. This role will provide executive insights to the leadership team on hot spots and areas of opportunity. Providing regular control testing and challenging the status quo exploring gaps within our overall processes and client experience operating model.Key Responsibilities:• Work with Function heads to review existing processes and identify areas for improvement in line with the overall ITSM strategy. Present findings, current maturity and detail roadmap to improve.• Review reporting outputs to understand overall function progress and provide detailed insight highlighting areas of concern and need for improvement.• Become an internal partner to audit function ensuring all audit items in ITSM are managed in accordance with agreed timescales and also audits in ITSM are carried out effectively.• Initial key tools of ServiceNow and Dynatrace have clear portfolio of work schedules agreed by all parties alongside deliver dates where appropriate• Ownership of ITSM Governance Framework and overarching ITSM RACI• Re-engineer key processes and implement efficient working procedures that satisfy the organisation’s business goals and objectives, customer needs, and regulatory requirements• Perform the necessary research and business modelling to create a business case for change, and give recommendations regarding the most suitable methodologies• Engaging with ITSM processes owners and business leads to continual improve processes and service offerings• Pro-actively Create Service Performance Standards, defining performance tracking and reporting framework including the agreement of targets including SLAs, OLAs and Client Insights. identify risks and take steps to mitigate these.• Ownership of the ITSM governance framework, including the governance forums Terms of References• Consideration of external accreditations, best practice and standards for example ISO, Service Desk Institute and ITIL. Ensuring that processes, measures and standards align to best practiceKey Requirements:• Excellent track record of driving change• Customer Management, negotiation & Influencing skills• Demonstrable success in delivering measurable Results and benefits to business and clients• Experience of Leading business unit reviews and developing workable improvement plans• Excellent analytical skills: ability to analyze, report and review solutions / service performance, spot trends and make recommendations• Skills improving customer experience through long term client relationships• Experience of managing complex projects, with multiple stakeholders and priorities within a fast-paced environment• Experience of managing and developing people and leading teams