* Excited to take on a leadership role where you’ll drive the transformation of Global Support Services and shape the future of Service Assurance?
* Want to be part of a high-performing team that is unifying global support operations to deliver a consistent and mature service offering?
* Keen to join Crayon UK as it expands its cloud and software support services, driving growth and innovation across multiple regions?
Practical Information:
Location: Wooburn Green, England | Reports to: Senior Director, Global Support | Visa Requirements: Valid working visa for UK | Language Requirements: Professional level English written and verbal | Work Arrangement: Hybrid | Learn more: crayon.com/uk
The Service Assurance Manager plays a vital role in ensuring the quality and reliability of service delivery within the Global Support Services team. This role engages with stakeholders and delivery channels to ensure that all standard service offerings meet client expectations and deliver business value. Working alongside Heads of Delivery in EMEA and APAC, you will collaborate with delivery centers to drive process maturity, monitor service quality, implement continual service improvements (CSI), manage CSAT, optimize processes, and support service delivery management.
Key responsibilities will include
* Lead the continuous improvement of ITIL processes, with a solid emphasis on Incident Management and Continual Service Improvement (CSI)
* Develop and implement frameworks and metrics for monitoring service quality
* Analyze service performance data to identify trends, issues, and opportunities for improvement
* Identify and execute process optimization initiatives to enhance efficiency and effectiveness
* Develop and maintain comprehensive service delivery reporting
Your Competencies
* At least 10 years of experience in IT service management, with deep expertise in ITIL processes, frameworks, and best practices
* Solid proficiency in service quality monitoring tools and methodologies
* Hands-on experience managing CSAT
* Proven track record in process optimization
About You
* Skilled in leading and motivating teams without direct authority
* Excellent analytical and problem-solving skills
* Proactive, detail-oriented, and committed to continuous improvement
What's on Offer?
* Uncapped annual leave (post probation)
* Flexible working culture
* Pension and life assurance
* Private medical insurance
* Car allowance
* Full spectrum of wellness perks
* UK Culture Committee – many events organized throughout the year
At Crayon, we are deeply committed to fostering a culture of diversity, equity, inclusion, and belonging (DEIB). We believe that diversity in all its forms strengthens our team and enhances innovation and effectiveness. We welcome applications from individuals of all backgrounds, regardless of race, colour, age, origin, religion, sexual orientation, gender (identity), genetic information, neurodiversity, disability, or any other basis protected by local laws and regulations.
When filling vacancies, we prioritize equally qualified candidates who bring diverse backgrounds and experiences, helping to enrich our team dynamics and foster a vibrant, inclusive work environment.
If you require any assistance or reasonable accommodation during the application process, please let us know.
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