Service Assurance Lead
Description
The Role
Resolver is a product led organisation and must ensure that those products are both developed to the level of quality we expect and that we maintain that level of quality whilst they are in operation.
The purpose of quality within Resolver is to ensure that the end user experience both internally and externally of our products meets expectations.
Whilst the VP of Operational Services will be responsible for the design of the framework and approach to service assurance, you will be responsible for the day to day delivery of it.
The purpose of this role is to direct and prioritise the team in the measurement of product performance, analysis of risks and issues with product performance, and the identification of improvements to address any issues and mitigate any risks as well as performing these tasks.
The role will be empowered to work with multifunctional teams to resolve issues and mitigate risks with our product performance.
Responsibilities
- To lead and prioritise the teams effort in carrying out our approach to Service Assurance
- To identify opportunities for improvement or risks with the approach and provide recommendations to address these
- Provision of regular reporting to leadership on the output of the Service Assurance team
- Review and quality assure the work of the team
- To both carryout and drive the continual improvement of our product monitoring
- To act as the interface between the Service Assurance team and product through the Operational Readiness process
- Leading Service Health, Customer Health and Corrective and Preventive Action initiatives
- To manage the completion of any actions as a result of the above initiatives
- The identification of any gaps in our ability to identify the root cause of issues.
- To provide Resolver’s product management team with recommendations on how to mitigate product risks, or to address the root cause of the issue, where appropriate.
- Where any product performance issues are related to a supplier, to provide the individual responsible with the management of that supplier any evidence required to raise the issue.
Experience and Skills
- Experience of leading a service quality or assurance team
- Experience of working in a product or service quality/assurance role
- Experience of product monitoring, root cause analysis and the production of actionable issue reports
- Experience of working within an Agile environment
- Experience of data analysis and effective communication of the results of that analysis
- Experience of working in multi-functional teams and embedding a culture of quality within those teams
- The successful candidate will have great problem solving skills and a natural inquisitiveness to understand what is truly behind an issue
Desirable
- It would be desirable that the candidate has experience of supporting the analysis of highly complex incidents
- It would be desirable that the candidate has experience of Lean, Six Sigma or Kaizen
Benefits:
Our rewards are as unique as our culture, and we want to attract the best people and retain them.
Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision. We offer an excellent salary and benefits package which includes:
- Market competitive pay rates based your skills and experience
- Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
- 33 days holiday including Bank Holidays
- Critical Illness insurance
- Life Insurance Cover
- Healthcare Cash Plan / Healthcare, dental and vision plan
- An attractive pension / 401k retirement plan scheme
- Cycle to Work Scheme
- Employee perks schemes offering discounts, rewards, giveaways and more
- Subsidised gym membership
- Mental health wellbeing portal and access to an in-house clinical psychologist
- Support and provision of supplies to facilitate home working
- Flexible working opportunities
Statement:
'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.
Resolver, a Kroll business is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.