ITSM Service Assurance Manager Full Time

Company Background

At Content+Cloud we help our clients to succeed and to transform the way their businesses operate, the way their users work, and provide them with flexible and secure platforms with which to do it.

Our portfolio of Professional and Managed Services enables our clients to truly leverage the power of Microsoft’s three clouds: Microsoft 365, Azure and Dynamics 365.

As our reputation has grown over the years, we’ve been able to attract exceptionally talented individuals. Whether they are a world-renowned technology specialist or a highly skilled member of a 24/7support team, all our people are driven by a desire to deliver success for our clients.

The Role

The ITSM Service Assurance Manager role will report to the Head of ITSM Practices & Governance and will act as a best practice coach to ITSM team members, ensuring they can interact confidently with customer stakeholders. This includes, but is not limited to, Incident, Request, Change and Problem Management but will have a large Change Enablement focus.

Duties and Responsibilities

• Coaching Team Members on the effective and efficient delivery of Change Enablement Services to Multiple Customers.
• Leading internal and customer facing CAB and other Change enablement forums as part of coaching activities.
• Driving the use of the C+C Standard toolset to deliver day to day ITSM Services.
• Establishing and maintaining constructive relationships between C+C ITSM Practices Team and key customers, based on understanding the customer and their business drivers.
• Supporting the Head of ITSM Practices with establishing and maintaining a constructive relationship between the C+C ITSM Practices team and C+C internal teams across multiple business units and geographic locations.
• Supporting the Head of ITSM Practices with negotiating and agreeing OLAs (Operational Level Agreements) that underpin SLAs with the C+C Internal Teams.
• Supporting the Head of ITSM Practices with establishing and articulating business requirements for new services or changes to existing services.
• Ensuring that internal service performance reviews are scheduled, carried out regularly and documented, with agreed actions progressed.
• Managing customer complaints assigned to the ITSM Practices Team to ensure a positive outcome.

Location and Environment

This role will be based out of our Century City offices in Cape Town, however you will work amongst a team split across our London and Manchester offices.

At Content+Cloud we look for a particular kind of person. Someone who likes nothing better than helping others to achieve their goals. Someone who is driven by a desire to go the extra mile for our clients, focusing on the little things that make a big difference. Someone who loves technology, not for its own sake, but for what it can deliver – in terms of organisation.

This is the real Content+Cloud difference: the mindset of our people.

We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.

Required Skills and Capabilities

• A minimum of 5 Years’ experience in a Global Managed Services environment, with a minimum of 2 years’ in a leadership role.
• Demonstratable experience in managing ITSM service outcomes across multiple business units.
• Strong Change Enablement experience, in the context of managed services, working with global customers across multiple technical service towers is a must.
• Matric and evidence of related training (ITIL certifications and other ITSM Training), along with a minimum of 5 years’ experience in a Global Managed Service Environment.

Package

• Package dependent on experience
• Working hours will be 40-45 hours per week (Monday to Friday, between the hours of 8am and 6pm – based on UK time)
• Offices located in Century City (Cape Town)
• 20 days’ annual leave
• Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)

Tagged as: Incident Management, Service Desk