Service Assurance Coordinator at Collinson

Purpose of the job

• Reporting to the Service Assurance Manager, the Service Assurance Coordinator is an important role within the Service Management Office (SMO). Driving quality and focusing on continuous improvement of our services, is a key deliverable of this role and is there to support the key objectives of the SMO.
• This role ensures that major incidents are managed effectively, communication is succinct, and service is improved through review of repetitive issues and follow up improvement activities.

Key responsibilities

Major Incident Management

• Major Incident Management is the primary function of the job role
• Manage all Major Incidents to a successful resolution utilizing the established Major Incident process
• Host the Post Incident Review to capture preventative actions, and then following up on the agreed actions to ensure improvements have been made.
• Participate in a weekly on-call schedule to support Major Incidents OOH’s
• Prepare a monthly reporting deck to display Major Incident stats which contain trends, risks, recurring incidents, blockers and recommendations.

Service Assurance

• Support the Service Assurance Manager with their Quality Agenda
• Implement actions derived from the Service Improvement Plan for the enhancement of operational effectiveness.
• Establish relationships with key stakeholders to build trust with the Service Assurance function to enable buy-in with future improvements in various business areas
• Provide support the SAM with any internal/external audit requirements
• Support the Problem Management function with regular reviews of incidents with the Problem Manager
• Chair the Change Advisory Board (CAB) and ensure all changes requiring CAB Approval are sanity checked for all correct information before approving.
• Provide support to the SMO with its long-term objectives and be a champion for Service Management
• Supporting the SIAM model through ad hoc quality checks to help drive improvements with the Global Lead of Service Integration

Service Desk

• Ensure Service Desk tickets are reviewed in line with quality standards so correct information is captured.
• Conduct trend analysis within the Service Desk for reporting, which will lead to continual service improvement. Provide data-driven recommendations for improvement.
• Support the Service Desk where resource constraints prevent optimal performance.
• Maintain excellent relationships with the Service Desk Leadership to encourage cooperation 

Knowledge skills and experience required

• 2+ years’ experience in major incident management setting
• Experience of working in an ITSM system such as Fresh Service
• Great verbal and written communication skills to converse with stakeholders at all levels, fluent in written and spoken English
• Demonstrate a high level of command and control during conference calls with both internally and customer facing teams.
• Ability to cope under pressure.
• Advantageous to hold ITIL Foundation v3 or v4, or experience of working in an ITIL structured environment.