Service Assurance Manager

Halfords

Oct 26

Applications are closed

Job
Full-time
Senior Level
IT & Cybersecurity
Business, Operations & Strategy

Requirements

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
Ability to understand the technology requirements and drivers
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
The ability to demonstrate a high level of presentational skills adapting to all levels of audience
Ability to lead virtual support groups, suppliers and internal & external customers
Previous involvement with managing third party suppliers
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
Drive & ambition, wanting to extract the very best out of suppliers & teams
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

Responsibilities

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
Act as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
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.

FAQs

What is the primary responsibility of the Service Assurance Manager?

The primary responsibility is to deliver an end-to-end view of service performance and customer experience across IT services, ensuring compliance with agreed service levels and communicating performance to key stakeholders.

What kind of relationships will the Service Assurance Manager need to build?

The Service Assurance Manager will need to build excellent relationships with designated customers and stakeholders to align IT Services with strategic objectives, including working closely with Architects, Product Owners, Infosec, Programme Leads, and Group Commercial.

What is expected in terms of service performance meetings?

The Service Assurance Manager is expected to hold regular and robust service performance meetings with aligned service providers and perform 'dip tests' to ensure the accuracy of data.

Will the Service Assurance Manager conduct audits of suppliers?

Yes, the Service Assurance Manager will conduct audits of suppliers and partners to validate reporting and provide measurements of services, benchmarking where appropriate.

How does the role contribute to service improvement?

The Service Assurance Manager will proactively identify and deliver service improvement plans (SIPs) to maintain or improve service levels in response to underperformance or changing business requirements.

Is experience with third-party suppliers important for this role?

Yes, previous involvement in managing third-party suppliers is an important qualification for the Service Assurance Manager position.

What skills are necessary for customer management in this role?

Proficiency in customer management techniques, the ability to manage customer expectations, and to conduct meaningful discussions regarding how IT Services are meeting customer needs are necessary skills.

Is a strong technical background important for the Service Assurance Manager?

Yes, a solid technical background and commercial awareness are essential for participating in both technical and commercial discussions.

What kind of travel is required for this position?

Some travel to the support center in Redditch, Worcestershire will be required at times, as this is a hybrid working position.

Are there opportunities for career development in this role?

Yes, the Service Assurance Manager role offers opportunities for growth in service management and continuous improvement within the organization.

Halfords

Retail & Consumer Goods

Industry

10,001+

Employees

1892

Founded Year

Mission & Purpose

Halfords is a leading provider of automotive and cycling products, services, and expertise, boasting a rich heritage spanning over 125 years. With an extensive range of high-quality motoring and cycling products, combined with unparalleled knowledge and exceptional customer service, Halfords strives to enhance every journey, regardless of its nature or length. With a vast network of 460 conveniently located shops throughout the UK and Republic of Ireland, their team of over 12,000 knowledgeable experts is always ready to offer guidance and assistance. With 2,000 skilled technicians servicing over 1 million vehicles annually, and 300 garages equipped with state-of-the-art facilities providing dealership-quality MOT, repair, and servicing at affordable prices, Halfords ensures a seamless and reliable experience. Recognised as one of the Sunday Times 30 Best Big Companies to Work For, Halfords fosters a culture that empowers employees to thrive and grow.