Service Assurance Lead

at  Cumberland Building Society

Working at the Cumberland, you become part of something special. We’re a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.
We’re on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.
As our Service Assurance Lead you’ll be responsible for ensuring the necessary governance is being applied to the key Service Management functions with CBS, which include (but not limited to) Incident, Change and Problem Management.
You’ll will play a pivotal role in managing incidents and problems to resolution, whilst keeping key stakeholders updated and informed. Part of the role will ensure also ensure all changes travel through the Change Management process correctly.
Additional ITIL v4 Service Management practices will form part of the role and involve developing these practices and embedding them within the CBS culture.

THE ROLE

Main responsibilities include:

• Act as Incident Manager when an incident is identified, running the incident bridge, coordinating resources and activities to clear, communicate and recover services as quickly as possible.
• Complete Incident and Risk Event reporting, whilst identifying trends and challenging areas for any inconsistencies in quality or actions taken.
• Management of incidents with third party suppliers, escalating where appropriate, and ensuring the supplier performs to their contractual SLAs.
• Work closely with all colleagues in Technology in embedding and improving the Incident Management framework.
• Take on the role of Problem Manager when complex problems have been identified, completing route cause analysis with teams across the business.
• Manage the day-to-day Change Management activities by ensuring all changes have been correctly impacted assessed, documented, and approved.
• Proactively identify and log risks off the back of incidents, problems, and change activity, whilst taking ownership where appropriate to help mitigate or even remove risks in Technology’s control.
• Developing and maintaining a range of Service Management frameworks which will set out the standards and procedures for how Technology functions in line with ITIL v4 best practise.
• Foster the principles of Continual Improvement by identifying process and service improvements to deliver a better service for our colleagues and customers.
• Conduct a regular schedule of audits across a number of internal Technology processes to monitor that the Technology function are adhering to the deliverables that have been set out across a range of functions.
• Provide out of hours Incident Management support on a rota basis (typically one in four weeks)

You’ll have strong, demonstrable experience in a regulated IT environment, preferably within an IT Service Management role. You’ll also have a strong understanding of Service Management Framework principles and processes and the ability to apply your knowledge in project or programme activities.

• Solid Microsoft Office skills (Word, Excel, PowerPoint, Visio).
• (preferable) ITIL v4 Foundation qualification.
• (preferable) ITIL v4 Practitioner: Incident Management.
• Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets.
• Excellent communication skills both written and verbal, not fazed by difficult conversations.
• Structured and logical approach to problem solving.
• Strong analytical skills, and able to make sense of complex and logical problems quickly.
• Team player and willingness ‘to get stuck in’ where needed