Service Desk Operations Assurance Manager

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About the role

The Service Desk Operations Assurance Manager leads the Service Desk assurance capability, ensuring operational quality, process adherence and continuous improvement across Service Desk operations. Leading a team of three Operations Assurance professionals, you will use quality assurance, operational data and service insight to identify risks, recurring issues and opportunities to improve service performance and customer outcomes. You will work across Service Desk, Service Management and technology teams to provide independent assurance, constructive support for operational change. You will help to ensure new processes, services and ways of working are embedded into Business as Usual (BAU). You will turn assurance findings and operational data into meaningful action. This includes identifying trends, challenging recurring issues, improving process adherence and working with accountable teams to deliver measurable improvements. As our operational assurance capability develops, you will also help strengthen our approach to monitoring, alerting, Event Management and observability assurance. This does not require hands-on observability engineering expertise. The focus is on working with technical teams to ensure monitoring and alerts are meaningful, and support good operational outcomes. You will be reporting to the respective Service Desk Assurance Lead. Job is on a hybrid working model. What You Will Do: • Lead and improve the Service Desk Operations Assurance function, ensuring assurance activity delivers meaningful improvements in service quality and operational performance. • Directly manage three Operations Assurance team members, including objective setting, regular one-to-ones, performance management, coaching and capability development. • Oversee and improve the quality assurance framework across agreed Service Desk operational processes and activities. • Oversee evidence-based quality reviews, ensuring findings result in relevant feedback, appropriate remediation and measurable improvement. • You will provide quality assurance across Major Incident records and associated operational activity, including ticket quality, chronology, communications, categorisation, ownership and closure. You will provide assurance over Major Incident activity but not own the Major Incident Management process. • You will analyse service performance, incidents, repeat contacts, failure demand, assurance findings and operational trends to identify systemic issues and improvement opportunities. • Use operational insight to improve, working with accountable teams to address recurring quality, process and service issues. • Define and monitor appropriate assurance measures and reporting, providing guidance with clear insight into service quality, trends, risks and improvement outcomes. • Support operational change and BAU readiness, working with Service Transition and technology teams to ensure changes are supportable and embedded into operations. You will support and assure operational readiness but not own the Service Transition process. • Build relationships across Service Desk, Service Management, Service Transition, Engineering, Application Support and Infrastructure teams. • Be a trusted assurance partner, using evidence and constructive challenge to improve operational outcomes. • Develop the assurance approach for monitoring, alerting and Event Management, working with technical teams to improve monitoring coverage, alert quality, routing, ownership and operational response. • Help identify ineffective alerts, unnecessary alert noise, routing issues and gaps in operational monitoring and work with accountable technical teams to drive improvements. • Promote monitoring, Event Management and observability as part of good operational

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