Service Desk Operations Assurance Manager

The Service Desk Operations Assurance Manager leads the Service Desk assurance capability, ensuring operational quality, process adherence and continuous improvement across Service Desk operations.

Leading a team of three Operations Assurance professionals, you will use quality assurance, operational data and service insight to identify risks, recurring issues and opportunities to improve service performance and customer outcomes.

You will work across Service Desk, Service Management and technology teams to provide independent assurance, constructive support for operational change. You will help to ensure new processes, services and ways of working are embedded into Business as Usual (BAU).

You will turn assurance findings and operational data into meaningful action. This includes identifying trends, challenging recurring issues, improving process adherence and working with accountable teams to deliver measurable improvements.

As our operational assurance capability develops, you will also help strengthen our approach to monitoring, alerting, Event Management and observability assurance. This does not require hands-on observability engineering expertise. The focus is on working with technical teams to ensure monitoring and alerts are meaningful, and support good operational outcomes.

You will be reporting to the respective Service Desk Assurance Lead.

Job is on a hybrid working model.

What You Will Do:

• Lead and improve the Service Desk Operations Assurance function, ensuring assurance activity delivers meaningful improvements in service quality and operational performance.

• Directly manage three Operations Assurance team members, including objective setting, regular one-to-ones, performance management, coaching and capability development.

• Oversee and improve the quality assurance framework across agreed Service Desk operational processes and activities.

• Oversee evidence-based quality reviews, ensuring findings result in relevant feedback, appropriate remediation and measurable improvement.

• You will provide quality assurance across Major Incident records and associated operational activity, including ticket quality, chronology, communications, categorisation, ownership and closure. You will provide assurance over Major Incident activity but not own the Major Incident Management process.

• You will analyse service performance, incidents, repeat contacts, failure demand, assurance findings and operational trends to identify systemic issues and improvement opportunities.

• Use operational insight to improve, working with accountable teams to address recurring quality, process and service issues.

• Define and monitor appropriate assurance measures and reporting, providing guidance with clear insight into service quality, trends, risks and improvement outcomes.

• Support operational change and BAU readiness, working with Service Transition and technology teams to ensure changes are supportable and embedded into operations. You will support and assure operational readiness but not own the Service Transition process.

• Build relationships across Service Desk, Service Management, Service Transition, Engineering, Application Support and Infrastructure teams.

• Be a trusted assurance partner, using evidence and constructive challenge to improve operational outcomes.

• Develop the assurance approach for monitoring, alerting and Event Management, working with technical teams to improve monitoring coverage, alert quality, routing, ownership and operational response.

• Help identify ineffective alerts, unnecessary alert noise, routing issues and gaps in operational monitoring and work with accountable technical teams to drive improvements.

• Promote monitoring, Event Management and observability as part of good operational practice, while technical teams remain accountable for maintaining the underlying technology.

• Identify opportunities to use automation, analytics and AI to improve assurance effectiveness, operational insight and Service Desk performance.

What you will bring:

• 3+ years of experience with IT Service Management, Service Desk Operations, Service Assurance or Operational Assurance, with practical knowledge of ITIL processes including Incident, Major Incident, Problem and Event Management.

• Working knowledge of observability, monitoring and Event Management, with experience assuring monitoring coverage, alert quality, thresholds, routing, ownership and operational effectiveness. We ask that you can challenge technical teams rather than hands-on engineering capability.

• Experience working across technical and operational teams to embed operational change, service improvement and BAU readiness with partners

• People-management experience.

We consider as an advantage if you also have:

• Information Technology Infrastructure Library Foundation or higher ITIL certification.

• Experience with ServiceNow or a comparable enterprise ITSM platform.

• Experience with observability platforms such as Dynatrace, Splunk, Azure Monitor, Grafana, Datadog or equivalent.

• Experience in a large-scale enterprise technology environment.

• Experience supporting operational risk, controls, audit or compliance activity.

• Experience with Major Incident quality assurance, post-incident review or Problem Management.

• Experience with automation, AI-enabled ITSM or AIOps.

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.

• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!

• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.

• Opportunity for Flexible working hours and Home Office.

Our uniqueness is that we celebrate yours. Experian's culture is people-first, inclusive, and purpose-driven. It is also multi-award-winning. Having been recognized as one of the World's Best Workplaces™ 2025, it was listed in Fortune's Global Top 25. Additionally, it is a Great Place To Work™ in 26 countries, to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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