Service Assurance Lead

The role will be responsible for the operational analysis and execution of the Global Support Centre Service Assurance processes (Change, Transition and Service Asset & Configuration) within the regional Hubs to ensure dentsu provides exceptional customer service.

This role requires you to be available to cover a shift pattern covering Monday-Friday 07:00 - 19:00, which will be scheduled on a shift rotation.

Working with the Service Assurance Manager and Regional Hub Managers you will analyse GSC and wider technology teams' performance through various statistical and reporting methods and market the image of the GSC as a support group that showcases global standards of best practice.

Job Title:
Service Assurance Lead

**Job Description**:

- Responsibilities- Play a pivotal role in leading and executing the key Service Assurance processes, including Change, Service Asset and Configuration Management and Transition.-
- Ensure performance metrics and quality compliance across GSC to deliver an outstanding customer experience.-
- Production & distribution of weekly and monthly reports to support teams.-
- Deliver, monitor and improve quality assurance measures leading to accurate and consistent service delivery.-
- Assists in managing change requirements by producing and distributing a Forward Schedule of Changes (FSC) containing details of all changes approved for implementation and their proposed implementation dates. Includes agreeing the FSC with relevant customers within the business and other concerned parties such as SLM and Service Desk.-
- Co-ordinating and chairing Change Advisory Board (CAB), and Emergency Change Advisory Board (ECAB) meetings.-
- Ensure all Service Transition and operational support artefacts are completed to a high standard by all relevant Design and Service Transition functions.-
- Ensure that GSC has the appropriate knowledge to support new assets or services.-
- Performs inventories and audits to monitor the validity of CMDB.-
- Support of SAM toolset and licence management.-
- Support the Service Assurance Manager and Regional Hub Managers to promote, champion and drive the use of ITIL best practices across the GSC and Technology Team to ensure the delivery of a best practice within the global function.-
- Own Improvement Initiatives and support the Service Assurance Manager to improve and mature our operational processes (Change, Service Asset and Configuration Management and Transition).-
- Develop and maintain strong relationships with regional technology teams, to ensure effective services are delivered.- Technical Expertise- Experience in motivating support teams in a pressurised environment.-
- Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with mínimal supervision-
- Proven experience in Software/Hardware Asset Management processes and procedures.-
- Ability to develop good relationships with customers and key stakeholders.-
- Strong analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority.-
- Ability to organise and prioritise teamwork effectively.-
- Conflict resolution skills, strong negotiation/ influencing skills and excellent analytical skills.-
- Ability to work under pressure.-
- Methodical and disciplined approach to work.-
- Ability to work well in a team.-
- Ability to develop and lead on continual improvement initiatives.-
- General knowledge of Service level agreements.-
- General knowledge of IT infrastructure environments.-
- Excellent Customer Service experience and focus.-
- ITIL certification to the Foundation level is essential.- #LI-SB1
- #LI-HYBRID

**Location**:
Kuala Lumpur

Brand:
Global Technology

Time Type:
Full time

Contract Type:
Permanent