Service Assurance Analyst

Harvey Nash Group; Manchester; Hybrid; GBP 80,000 - 100,000; Full time

Job description

Service Assurance Analyst - Permanent Role - Manchester - Hybrid

About the Role:

We're seeking a Service Assurance Engineer to join an IS Operations team and assist with service design and transition activities across a variety of exciting projects. With 60 workstreams planned, from server upgrades to ERP replacements, this role is central to our mission to ensure governance, operational readiness, and a seamless journey from project inception to business-as-usual (BAU).

You will work closely with senior stakeholders, external vendors, and project teams, attending weekly Service Transition meetings and collaborating with diverse teams.

Key Responsibilities:

1. Govern projects and workstreams to ensure smooth transitions, including creating Service Impact Assessments, Support Model Documents, Service Transition Trackers, and Operational Readiness materials.
2. Ensure governance practices for day-to-day activities in service transition, including processes, roles, and responsibilities.
3. Collaborate within an agile environment with diverse stakeholders and external vendors to address transition requirements.
4. Assist in delivering clear Service Level Agreements (SLAs) underpinned by contracts and Operational Level Agreements (OLAs).
5. Monitor, analyse, and report on key performance metrics while offering recommendations for improvement.
6. Maintain an accurate and central repository of Service Design and Transition packages alongside Service Catalogue and Support Model documents.
7. Attend weekly Service Transition meetings, sharing insights and updates with senior stakeholders and vendors.
8. Provide governance to support projects like ERP replacement and infrastructure upgrades.
9. Align new and changed services with agreed Service Acceptance Criteria and Operational Readiness measures.
10. Engage in monthly IT Operations collaboration days on site to foster teamwork and knowledge-sharing, alongside BAU work.

Person Specification:

Essential:

• Background in Service Transition, including coordinating Service Design and Transition activities across multiple workstreams.
• Experience and solid understanding of IT Service Management (ITSM) practices (Incident, Problem, Change, and Service Level Management).
• Familiarity with governance for day-to-day service transition activities and project lifecycle processes.
• Proven ability to work on ITIL and ITSM projects within an agile environment.
• Exceptional verbal and written communication skills to liaise effectively with senior stakeholders, external vendors, and diverse teams.
• Ability to nurture cultural fit and maturity in processes, fostering a collaborative team environment.
• Understanding of the Data Protection Act and confidentiality best practices.

If you are open to discussing more details regarding the role, please submit your CV below and we will be in touch to discuss more.