Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Establish and maintain strong and productive relationships with the IT outsource partner and other suppliers to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations.
Serve as an ITIL expert in the analysis / development of existing processes, procedures and methods to promote effective business and systems operations through standardisation, improvement, simplification and discontinuance.
Drive process change by integrating new processes with existing ones. Maintain the proper balance between the need for change and the potential detrimental impact of changes to processes.
Responsible for the oversight and management of all Major Technical Incidents (MTI) to ensure their prompt resolution. This will involve coordinating separate technical teams, structuring investigations and working with the respective business areas to ensure accurate and timely information is disseminated to senior stakeholders and end-users.
Alongside the resolution of MTIs there will be a responsibility for chairing the weekly review board. The purpose of the board will be to discuss root causes, identify any trends and look to prevent outage reoccurrences.
Manage performance and set direction and priorities for TSA; assign clear accountabilities and performance expectations; review performance and address underperformance when needed. Lead the staff appraisal process effectively.
Extensive experience in working in a Service Assurance / Delivery environment and implementing ITIL / service management strategy and processes.
Significant and demonstrable experience in ITIL v3 compliant Service Design, from service requirements definition through new service design and into the transition stage.
Influential relationship management skills with stakeholders, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets.
Strong analytical skills, and able to make sense of complex and logical problems quickly.
Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome.
Flexible approach to work with a focus on delivery to deadlines and high standards.
Extensive experience in managed services and service delivery environment including technical and service management exposure
The Service Assurance Manager's role is to provide an effective service assurance function for their nominated customers. You will be responsible for the effective delivery of services and management of incidents and problem resolution with service providers whilst ensuring that best practice guidelines and approaches are adhered to at all times, and for communications with service recipients and stakeholders.