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Quality Service Desk Co-ordinator - Co. West Midlands, United Kingdom - Halfords Group PLC
Description
Full timeBusiness Area:
Halfords Support Centre
The Service Assurance Manager will deliver an end-to-end view of service performance and customer experience across IT services. Delivered through the agreement of service levels with customers & ensuring compliance and communicating performance to key stakeholders.
The role will instigate, develop and implement Service Improvement activity in the event of underperformance or in line with changing business requirements.
The role will govern all associated service contracts to ensure we are getting the best from our suppliers and partners, and is technology based.
Responsibilities of the Service Assurance Manager also include:
Build excellent relationships with designated customers in the business and stakeholders to align IT Services to strategic objectives
Create close working relationships with Architects, Product Owners, Infosec, Programme Leads & Group Commercial to deliver reliable, modern and robust services
Hold regular & robust service performance meetings with aligned associated service providers & perform regular 'dip tests' to ensure accuracy of data
Conduct audits of suppliers & partners to validate reporting and provide measurement of services, benchmarking service where appropriate
Hold regular Service reviews with stakeholders to demonstrate performance and review service risks and undertake customer satisfaction measurement and improvement
Define, implement, and govern SLAs for assigned services and ensure delivery of service to agreed levels
Work with the major incident and problem management teams to ensure next steps are always taken to prevent future MI's
Understand business priority, ensure services are aligned to priority and translate and communicate priority throughout IT
Develop a view of customer experience and service performance and deliver this insight to the Head of Service and Operations
Proactively identify and deliver service improvement plans (SIPs) required to maintain or improve service levels
Maintain a service risk register to manage, mitigate and accept operational risks to service and deliver improvements to mitigate risk
Be the custodian of live service, approve changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
Working with the Service Introduction Manager, ensure delivery of new services, including service level requirements, measurement capabilities and agreement with stakeholders and product teams
Continually improve monitoring and observability for faster rectification of issues.
For the Applications & Digital Service Assurance Manager, responsibilities will also include:
Working closely with our Release teams to make decisions on what goes into production, closely monitoring and ensuring that next steps are taken quickly in the result of customer impacting defects
Being a key stakeholder & customer of the business product owners, representing the customer in business agile forums, bringing Technology partners close to business planning activities
Sitting with our engineering teams providing our integration layer to make sure services run with minimal errors
Working with our key partners to improve support and remove defects which impact our customers
Ensuring customers can easily browse our website and purchase what they need in whatever channel they want to use.
The successful Service Assurance Manager will have:Solid technical background and commercial awareness so that the Service Manager can participate in both technical and commercial discussions
Relationship building skills and the ability to empathise with customers and their needs
Experience to conduct meaningful discussions around how IT Services are meeting customer needs
Proficiency in customer management techniques: The complete sequence of activities required to manage customers' expectations from understanding customer requirements to capturing and delivering a service
Ability to lead virtual support groups, suppliers and internal & external customers
A Customer obsessed approach to working, making sure our systems and services are working to enable every sale across every area of business (web/garage/store)
A passion for reporting – being able to take the key messages away from data and presenting to all levels of the organisation
Experience implementing improvement plans across a range of business units and services and understands the commercial implications of the work undertaken / improvements required
Good working knowledge of the key service management processes
Strong service and continuous improvement ethos
