Service Assurance Specialist - London, United Kingdom - VIOOH

VIOOH

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Title:
Service Assurance Specialist

Reports to:
Service Assurance Manager

Location:
Hybrid working environment (Paddington - London, with occasional remote)

Role Type:
Permanent, Full-time
Let's step back a second - how do we say our name? Well, it sounds like 'view'. It's also a lot shorter than saying 'Viewed Impressions for Out of Home'. We're making it easy to sell and buy digital out of home (OOH) inventory. Our premium marketplace is connecting buyers and sellers, across the globe, simply.

We are working to transform the industry and we believe it's important to connect OOH and digital advertising to deliver brand experiences and more meaningful outcomes for agencies and advertisers.

Join us as we build out the leading, global out of home (OOH) marketplace. Simply put, it's our mission to make it easy to buy and sell OOH inventory.

Role OverVIOOH
The Service Assurance team at VIOOH is responsible for supporting the technology organisation's service management functions by owning, executing, reporting on, and improving policy and process around key ITIL practices (e.g. incident, problem, change, SLA, and security management).

This involves managing major incidents, maintaining accurate records, ensuring that problems and improvement actions are delivered on, and representing technical operations across the broader business.

What we'll expect from you

Following and enforcing ITILderived processes and documentation to enable efficient execution of the Technical Operations function
Coordinating and managing major incidents to support the Service Desk team on a 24x7 basis
Maintaining records such as assets, changes, root cause analyses, problems, known errors, and compliance risks, and managing these to resolution with relevant teams
Ensuring that best practice is carried out, and ensuring that noncompliance reports are created, consumed, and acted upon.
Analysing and reporting on operational workload, identifying improvement opportunities, and driving down incidents and compliance failures through policy and process improvements.
Supporting businesswide IT Service Management processes (e.g. change management)
Proactively communicating with internal stakeholders to share updates on ongoing issues, to measure satisfaction, and to consult on process improvements.

What we want from you

1+ years experience in a similar role
Experience of working in an ITILv4 compliant environment
Experience of working in ISO (e.g. 9001, 20000, compliant organisations
Comfortable working under pressure and managing crises
Experience working with the Atlassian suite in an Agile organisation
Process and relationship management experience
Strong communication and stakeholder management ability
Industry experience in Programmatic and Adtech is strongly desirable

Personal characteristics

Demonstrable experience in critical thinking, complex problem solving, and troubleshooting
Excellent written and verbal communication skills
A thorough, detailoriented, and methodical approach to structuring and organising personal workload
Takes ownership of problems and works autonomously to ensure resolution
Selfmotivated and agile, able to respond to the needs of a growing business
Make timely and sound decisions regarding complex issues, ensuring broad understanding of the rationale and implications