Senior Service Assurance Analyst
United Utilities
Warrington, GB
4d ago

Job Accountabilities

  • Contribute to Service Design, Service Transition and Service Operations to ensure realistic SLAs are agreed with the business and 3rd party supplier.
  • Contribute to the design and production of Digital Services related processes and documentation.
  • Provide service governance for projects through Service Acceptance Criteria and PRISM Governance.
  • Ensure all stakeholders are communicated to effectively pre-, during and post any change being delivered by Digital Operations & Project Delivery.
  • Ensure that knowledge gained during the test, change, release and deployment, phase is documented and disseminated to all relevant parties.
  • Ensure that new / changed services are accepted by the business and stakeholders before implementation.
  • Assist with the implementation of CSIP's within the Digital Operations function.
  • Monitor and implement appropriate responses to day to day customer / client issues to ensure that appropriate resolution is achieved.
  • Promote a positive image for Digital Operations, building and sustaining strong working Contribution to own team's operational requirements to deliver against objectives and goals.
  • Work with third parties so that they are used effectively to deliver maximum value to the business.
  • Make decisions based on process and experience.
  • Use own initiative be able to identify ways to improve existing service and identify and articulate opportunities.
  • Knowledge and Skills

  • Excellent verbal and written communication skills; ability to present information using various mediums with broad target audience.
  • Analytical and Methodical; able to work through ambiguity.
  • Experience in working with multiple third parties at all levels and able to manage multiple priorities.
  • Good awareness of financial and commercial commitments and liabilities, and impact of unsuccessful change implementation.
  • Good experience of project management methodology including delivery methods and testing lifecycle.
  • Understanding of technology, infrastructure, telecommunications and networks and the ability to translate technical information into terms that business users can understand.
  • Excellent customer service attitude, communication, and interpersonal skills including strong influencing and stakeholder management.
  • Broad business knowledge, including understanding of end to end' process operation.
  • Promote positive customer relationships to ensure customer satisfaction and organisational success.
  • ITIL Foundation qualified (v3 or 4), or willing to work towards qualification.
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