About IT Services: Service Assurance

The service assurance team, uses industry best practices and frameworks to ensure IT Services meet UCs service delivery expectations.

In addition, the team:

Supports IT Services in the design and delivery of services with the desired customer experience outcomes in mind.
Manages, facilitates and maintains continuous improvement opportunities for IT processes and procedures.
Provides analysis and insight into the gap between technology and our customer's experience.
Undertakes Service Delivery governance for IT Service Management processes e.g. Change and Release, Incident, and Service Request Fulfillment.
Is responsible for major incident management (facilitation, communication, and coordination).
Delivers training in service and knowledge management.

Team Leader