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