Service Design, Change & Assurance Manager

Description

The Service Design and Assurance manager will be responsible for ensuring the effective design and seamless transition of new or changed services into operational environments. You will focus on designing services that meet business and user’s requirements, ensuring operational readiness and delivering end to end service transition processes.

The role incorporates the ownership, design, delivery and continuous improvement of the IT Change Management and Release Management processes.

• Agree Service Level Agreements ensuring that the business requirements align with Technology and Data teams/3rd Party support capability.
• Own and manage the end-to-end IT Change Management process.
• Identify and mitigate risks associated with service delivery. Develop contingency plans to address potential issues and ensure service continuity.
• Line manages any staff working in this team.
• Lead the design and development of service models that align with business objectives. Collaborate with stakeholders to understand service requirements and translate them into actionable design plans.
• Oversee service design and assurance projects from inception to completion.
• Create and maintain the Service Design Package - to include consideration of capacity, availability, monitoring/alerting, resource and running costs throughout the service lifecycle.
• To manage and develop the IT Change Management process, chairing the CAB meeting, ensuring all relevant works only proceed on authority from CAB, and to conduct post implementation reviews as necessary.
• Engage with internal and external stakeholders to gather feedback and ensure service designs meet their needs. Build strong relationships to facilitate effective communication and collaboration.

Requirements

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

The Service Design & Assurance Manager is a pivotal role within the organisation responsible for overseeing the design, implementation, and assurance of service delivery processes. This position requires a strategic thinker with excellent leadership skills and a deep understanding of service design principles and quality assurance methodologies. The Service Design & Assurance manager will ensure that all services are designed to meet business needs and deliver outstanding customer experiences.

• Strong understanding of ITIL practices, particularly Service Design, Service Transition, Change & Release Management and Problem Management.
• Familiarity with project governance processes and RAID management.
• Ability to manage conflicting demands and priorities, with a proven track record of managing the change, release and transition aspects of multiple simultaneous new / changed IT services.
• Extensive and demonstrable experience of managing and improving Service Design and Transition processes including a robust Change Management Process.
• Strong understanding of ITIL framework (ITIL v4 certification preferred).
• Experience analysing tickets and using data to address reoccurring issues and tackle the root cause

Benefits

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

Training + Development

Interview process

Visa Sponsorship

Security clearance