Service Assurance Analyst

📋 Description

• Own and coordinate Change Management activities, ensuring changes are delivered safely and
• Facilitate CAB meetings and work closely with technical teams to minimise risk and customer impact.
• Keep customers and stakeholders informed, providing confidence and assurance around planned service
• Identify trends, recurring issues, and opportunities to improve service performance.
• Drive Problem Management activities to uncover root causes and prevent issues from happening again.
• Lead reviews following major incidents, turning lessons learned into meaningful improvements.

🎯 Requirements

• Experience working within an MSP, Managed Services, or IT Service Management environment.
• ITIL v4 is a MUST for this role.
• A strong understanding of Change, Problem, and Major Incident Management processes.
• Excellent communication skills, with the ability to build confidence with customers and
• A proactive, analytical approach to identifying trends, risks, and service improvements.
• Strong organisational skills and the ability to manage multiple priorities effectively.