Service Assurance Manager

🌐SERVICE ASSURANCE MANAGER

Ready to champion service excellence and keep mission‑critical IT running at its best?

As our Service Assurance Manager, you’ll be the driving force behind high‑quality, reliable, and well‑governed IT services. You’ll work closely with the business, suppliers, and delivery teams to ensure every change is controlled, every issue is resolved, and every service performs exactly as it should. If you thrive on improving systems, strengthening relationships, and making sure technology truly empowers the business—this role is your next big move.

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Hours: 35hours per week

• 175 hours holiday pa plus bank holidays

• Private Medical Insurance - Individual Cover

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

You’re a confident, people‑focused IT leader who knows how to bring structure, calm, and clarity to fast‑moving, multi‑sourced environments. You thrive on building great relationships, supporting teams, and turning complex challenges into well‑managed, high‑quality services. You communicate clearly, think strategically, and you’re always looking for smarter, more efficient ways to deliver change.

You’re curious, proactive, and passionate about continuous improvement — always learning, always evolving, and always pushing services to be better than yesterday.

• Extensive experience managing IT services in multi‑sourced environments with a strong customer‑service focus.

• Proven ability to build trusted relationships with stakeholders at all levels.

• Confident communicator who can translate complex IT concepts into clear, business‑friendly language.

• Solid background working within ITIL‑based service management environments.

• Clear commitment to continuous service improvement and optimisation.

• Strong leadership capability — coaching, developing, and guiding teams to success.

• Collaborative, proactive team player who works seamlessly across the organisation.

• Strong release management skills and ability to manage full release life cycles.

• Ability to own and define Service Transition processes and controls.

• Excellent communication and teamwork mindset.

• Great organisational and time‑management skills.

• Curious about automation and new technologies.

• Experience with CI/CD methodologies.

• Strong influencing skills with the ability to take decisive action when needed.

• Strategic thinker with the ability to turn strategy into practical delivery.

• High‑energy, resilient, and confident decision‑maker — especially under pressure.

• Strong negotiator, able to handle sensitive issues with diplomacy.

• Comfortable working both independently and collaboratively.

• Exceptionally organised with strong attention to detail.

• Customer‑focused and driven to deliver high service standards.

• Calm, adaptable, and able to juggle multiple priorities.

• Analytical mindset with strong problem‑solving skills.

• Clear, confident communicator with both technical and non‑technical audiences.

• ITIL certifications (or equivalent experience).

• Experience in Dev Ops‑related release management.

• Technically curious, proactive, and committed to continuous learning and improvement.

If you're the kind of person who loves transforming complexity into calm, guiding changes safely into production, and making sure IT services perform exactly as the business needs — then this role has your name on it.

As our Service Assurance Manager
, you’ll be the steady hand that keeps our end‑to‑end IT services reliable, resilient, and ready for the future. You’ll play a central…