Service Assurance Lead

6 months ago

Auckland City, New Zealand The Warehouse Group Full time

**Company Description** Welcome Kia Ora**

We’re committed to continuing to shift our business radically and have a vision to make sustainable living easy and affordable for everyone. We’ve already made good progress, but we are taking things a step further, putting sustainability at the heart of what we do, reducing our impact for the sake of our whanau, for Aotearoa, and for our planet.

To ensure we can adapt quickly to ever-changing customer needs, we’ve operate an agile structure with a focus on collaboration, productivity, and speed-to-market.

As the Service Assurance Lead, you will be a key player in safeguarding The Warehouse Group's IT operations. You'll take a multifaceted approach, acting as a Change Champion, Major Incident Guru, Problem Management Maestro, and Policy and Process Pro - all rolled into one.
- ** Change Champion**: You will spearhead the Change Governance board, meticulously ensuring all IT changes undergo proper vetting, develop and maintain process, policy and documentation, and implementation with mínimal disruption.
- ** Major Incident Management Guru**: You will oversee the Major Incident Management service, ensuring swift and effective responses to critical service outages, minimizing any potential business impact.
- ** Problem Management Maestro**: You will be the owner of the problem management lifecycle, proactively identifying the root causes of incidents and implementing solutions to prevent them from happening again. You will work with the Service Delivery Managers Internal and External to TWG to implement efficient problem management practices to support streamlined teams
- ** Policy and Process Pro**: You will take the lead in developing, maintaining, and communicating all policies and processes related to change management, incident management, and problem management.

You will work with the Service Delivery Managers (Internal and External to TWG) to implement efficient ITSM practices to support streamlined teams, by training and developing frameworks, for our broader service support teams to manage and improve on practices, whilst you govern and develop maturity along the way.

**Collaboration is Key**:
Beyond your core responsibilities, you'll foster strong working relationships with key stakeholders across various internal Tribes and Chapter Areas. You'll also act as a bridge, collaborating with external vendors to ensure seamless service delivery throughout.
- **
Collaborative Spirit**: You'll thrive in a collaborative environment, fostering strong relationships with key stakeholders across internal departments, including Operations, Development, and Security teams.
- ** Vendor Liaison**: You'll act as a bridge between The Warehouse Group and external vendors, collaborating effectively to ensure seamless service delivery.
- ** Hands-on Change Management**:In addition to your strategic oversight, you'll be hands-on with change management activities, ensuring smooth transitions.
- ** Change Management Expertise**: You'll demonstrate a strong understanding of change management methodologies, conducting thorough impact assessments and crafting clear communication plans to keep everyone informed.

**Qualifications** We are looking for someone who**:

- Possesses a minimum of 5 years of experience in a Service Assurance or similar IT operations role.
- Demonstrates a strong understanding of IT change management, incident management, and problem management methodologies (ITIL framework a plus).
- Has a proven track record of developing and implementing effective policies and processes.
- Displays excellent communication and interpersonal skills, with the ability to build strong relationships across all levels.
- Thrives in a fast-paced environment and possesses excellent problem-solving skills.

**Additional Information**
Why choose us:
Our teams normally work a mix of at home and office days, with most people working two days a week from home. We've got an awesome North Shore location with views across the water, and the all-important free car parking

We offer a dynamic and supportive team environment within a business that wants the best for New Zealand’s people, communities, and the environment.

If you have the skills and mindset to help deliver to our vision then we would love to hear from you.

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