Incident & Assurance Manager - 23 month fixed term contract

• Location: London, Durham, Lytham St Annes or Glasgow 
• Job Type: Full-time - 23-month fixed term contract 
• Salary: Competitive

A new exciting permanent opportunity has become available for an Incident & Assurance Manager to oversee supplier operational delivery, ensuring performance and service quality align with the business expectations.

This pivotal role serves as a connector, translator, and mediator among the business units, suppliers, and B2B clients, ensuring seamless service delivery and operational excellence.

• Proactively manage the quality of supplier delivery, reviewing performance and identifying opportunities for continual improvement.
• Track and report on supplier SLAs and KPIs, ensuring all service metrics are met.
• Act as the main contact for resolving business incident issues among clients, internal teams, and suppliers.
• Facilitate and present at supplier/client meetings to discuss performance, operational risks, and service improvement initiatives.
• Develop and deliver an annual operational assurance plan, reporting findings to relevant stakeholders.
• Translate client requirements into actionable projects and service expectations.
• Collaborate with other Operational Delivery Managers to identify service gaps and promote effective solutions.
• Work closely with the Finance and Commercial teams to monitor and escalate supplier performance issues as necessary.
• Serve as a subject matter expert on operational processes, ensuring compliance and addressing any risks or issues within the supplier’s contractual scope.

• Graduate degree or equivalent qualification, with a background in processing and back-office servicing.
• Significant experience in a high-volume, complex operational environment, preferably within an outsourced third-party context.
• Demonstrated ability to manage complex management information and data related to supplier management.
• Proven track record of meeting targets, building strong stakeholder relationships, and identifying business improvements.
• Excellent interpersonal and negotiation skills, with the ability to engage effectively across all levels of internal and external stakeholders.
• Experience in escalation and dispute management.
• Proficient in Microsoft Office products, with the ability to develop and present reports internally and externally.

• Competitive salary package.
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.

Applications for this role need to be completed by 26th August. 

To apply for the Incident & Assurance Manager position, please submit your CV to be considered immediately.