Service Assurance Specialist

Job Overview:

We are looking for a proactive, adaptable, and dedicated individual to join our team of IT Service Management Professionals within the Value Delivery Office. You will be responsible for driving, governing and optimizing the IT service assurance process to ensure that new or changing services continually meet the highest standards set by Arm.

Responsibilities:

• Lead the design, implementation, and governance of ITSM processes related to the transition of new or modified services into production.
• Develop and maintain all process documentation, training materials, and communication assets.
• Drive continual service improvement initiatives across ITSM practices.
• Define, collect and analyse metrics to assess process maturity, efficiency and effectiveness.
• Continually update and maintain our service assurance criteria.
• Support and guide project managers and project delivery teams to effectively apply our processes to their work.
• Chair weekly Service Assurance Board and drop-in sessions.
• Collaborate with partners to validate services are production-ready before release.
• Provide mentorship on Early Life Support (ELS) plans and ensure alignment with operational teams.

Required Skills and Experience :

• 10+ years of hands-on experience in ITSM processes.
• 5+ years of proven track record leading service design, transition, or assurance processes in large organisations.
• ITIL 4 Managing Professional or Strategic Leader certification preferred.
• Experience in governing and leading large scale IT transformation projects.
• Ability to lead process governance, reporting, and compliance.
• General conceptual understanding of IT infrastructure and applications, project management, and SDLC.
• Hands-on Expericence in project management.

"Nice To Have" Skills and Experience :

• Previous exposure to service lifecycle transitions from suppliers or partners to in-house teams.
• Strong problem-solving skills and negotiation skills.
• A highly analytical approach, with good knowledge of process re-engineering and optimisation.

In Return:

Our 10x mindset guides how we engineer, collaborate, and grow. Understand what it means and how to reflect 10x in your work:

Accommodations at Arm

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm's approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team's needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.