Service Assurance Analyst

For us tech has never been about just hardware or software. Its about people. Its our meaningful relationships deep expertise and practical know-how in technology that drive what we do. We put our customers our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe we understand we collaborate we simplify we care and we deliver; together we are making tech human.

• Be at the heart of service excellence helping ensure our customers receive a seamless and reliable experience.
• Own and coordinate Change Management activities ensuring changes are delivered safely and effectively.
• 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 activities.
• 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.
• Coordinate Major Incident responses bringing the right people together to restore service as quickly as possible.
• Provide clear timely communication to customers and internal stakeholders during high-priority incidents.
• Produce insightful reports and recommendations that support continuous service improvement.
• Manage customer escalations ensuring issues are owned progressed and resolved effectively.
• Build strong relationships with operational engineering service delivery and supplier teams.
• Monitor key service metrics and use data to identify opportunities for improvement.
• Champion automation and smarter ways of working to improve efficiency and reduce manual effort.
• Continually review and enhance Service Assurance processes helping boxxe deliver exceptional customer outcomes.

• Experience working within an MSP Managed Services or IT Service Management environment.
• ITIL v4 is a MUSTfor 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 stakeholders.
• A proactive analytical approach to identifying trends risks and service improvements.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• The confidence to stay calm under pressure and take ownership when it matters most.
• A continuous improvement mindset always looking for smarter ways to enhance services and customer experience.
• ITIL v4 Foundation certification or a willingness to work towards achieving it.

As an equal opportunity employer we are committed to building a team that represents a variety of backgrounds perspectives and skills. boxxe does not discriminate based on race religion colour national origin sexual orientation gender identity age marital status veteran status or disability status. All our employment is based on qualification excellence and business need.