IT Service Assurance Specialist
About the job
The IT Service Assurance Specialist position at The Salvation Army is a fantastic opportunity to ensure effective governance and optimization of IT support services. This role plays a crucial part in managing escalations, workloads, and SLA performance, working closely with internal teams and strategic technology partners. The team thrives on collaboration, continuous improvement, and a shared commitment to making a positive impact.
You'll be responsible for
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Driving governance and coordination
Drive effective governance and coordination of IT support services across teams, ensuring timely escalation management, workload distribution, SLA adherence, and consistent service quality.⚡
Managing escalations and service quality
Manage L1 → L2 → L3 escalation quality, ensuring complete and accurate ticket handovers while coaching teams on best practices.📊
Monitoring performance and reporting
Track key metrics (SLA, FCR, AHT, backlog, CX) and contribute to performance insights to improve service outcomes.Key criteria
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IT service delivery experience (5+ years)
Proven experience in IT service delivery within large organizations.View
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ITIL practices knowledge
Strong understanding of ITIL practices for service management.View
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Performance tracking skills
Experience tracking key metrics to enhance service outcomes.View
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