Service Assurance Analyst

Technical | Marlow

Reports To:

Service Assurance Manager  


Marlow (Buckinghamshire)


Competitive salary plus excellent benefits

Success. The Softcat way.

There’s a uniqueness to Softcat – what we do, how we do it and why we do it. That’s because we’re a technology solutions business built around our people. We give everyone the chance to step up and show how much they can achieve. We succeed when all our people succeed.

About the Team

The Service Assurance Team is a key part of the Managed Services department. The team are responsible for the overall governance and adherence of processes in use, as well as the monitoring of our customers estates. The Service Assurance Team are involved with managing high priority incidents, changes and problems, whilst also being the main interface for on-boarding new customers. 

Your Role

This exciting role will give you insight into all of the complex areas of Managed Services. The successful candidate will have the opportunity to gain invaluable hands-on experience in a busy Operations Centre who have a varied customer base. At a foundation level you will be primarily involved with ITIL based Problem and Transition management, with exposure to Incident and Change management areas.

Working in a busy and varied Operations Centre, you will manage the transition processes and make improvements where required, onboard new customers and manage the renewals of existing customers services, work with our project team to coordinate new projects involving the Managed Services team.

Your remit will also see you managing the Design Review Board and working with teams to ensure designs meet our operational standards and requirements. Along with proactively managing high priority incidents and changes from a process perspective, you will review and make improvements to existing operational processes and documentation. When required, you will support the Problem Manager with reviewing recorded problems, and you will compile internal and external facing reports.

Please note, this role operates on a 24/7 shift pattern.

What we need from you

  • Experience of working in a 24x7 function within a Service Operations environment, preferably ITIL-focussed.
  • Ideally ITIL Foundation level qualified.
  • Ability to multi-task and prioritise requirements, whilst maintaining a focus on quality work and delivering excellence to customers.
  • An ability to communicate clearly and effectively to diverse audiences, in both verbal and written form.
  • Strong interpersonal skills, proven history of building and maintaining relationships across wider business.
  • Able to work both independently and as part of a team, with a ‘can do’ attitude.
  • Good time management, and the ability to thrive in a fast-paced environment to meet tight deadlines. 


We offer a good salary and benefits package including a pension scheme, life assurance, healthcare cash plan and access to Perklife, our dedicated portal for all things perks and benefits at Softcat. It’s designed to give you the flexibility and choice to suit your lifestyle and needs - there really is something for everyone. So, whether it’s activity passes or technology discount vouchers you’re after, or you would prefer to buy extra holiday for yourself or add your partner or family to some of the benefits… it’s entirely up to you. We’ll even give you an extra day’s holiday on top of your usual entitlement on your birthday.

Apply now

To become part the success story, please apply now!

Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We’re welcoming to all and passionate about promoting greater diversity in the tech sector.