E2E Service Assurance Manager AI-Driven Telco Operations

Dit ga jij doen

At Odido, we’re on a mission to become the most customer-driven telco in the Netherlands—and the end-to-end performance of our IT systems is mission-critical to delivering on that promise.

As E2E Service Assurance Manager AI-Driven Telco Operations
, you ensure the continuity, quality, and resilience of our IT applications and infrastructure. Imagine this: a high-traffic event is happening—thousands of customers are streaming, making calls, and using data-intensive applications simultaneously. Behind the scenes, your work ensures everything stays rock solid. You’ve automated key operational processes, implemented predictive monitoring, and built self-healing systems that prevent issues before they impact customers.

It’s 3 AM. An anomaly is detected in system performance. Thanks to your smart automation, traffic is rerouted seamlessly, and customers never even notice. The next day, your team dives deep into the root cause—transforming insights into long-term improvements and even stronger service resilience.

You operate across domains—bridging network, IT, and business. Whether it’s working with infrastructure teams, vendors, or business stakeholders, you connect the technical with the strategic. You define KPIs, ensure service levels are met, and act as the guardian of performance across the full digital value chain—from backend infrastructure to the customer experience.

And let’s be clear:
telecom experience isn’t just helpful here—it’s essential
.

Without a proven track record in a telecom IT landscape, you won’t be able to navigate the complexity, pace, and mission‑critical nature of this role. We need someone who understands the stakes, the pressure points, and how to deliver when it matters most.

Every day is different. You’ll collaborate across departments, drive meaningful change, and help us raise the bar—delivering performance our customers can rely on, today and tomorrow.

Your core responsibilities are:

End‑to‑End Service Monitoring & Assurance:

• Oversee real‑time monitoring of IT and network services across RAN, Core, Transport, BSS/OSS.
• Ensure service health dashboards provide actionable insights to IT and business stakeholders.

Incident & Problem Management:

• Lead major incident management with cross‑functional coordination.
• Drive Root Cause Analysis (RCA) and implement corrective/preventive actions.

Business KPI Management:

• Define, monitor, and report on business‑critical KPIs (e.g., churn impact, service uptime, NPS, ARPU‑related metrics).
• Align technical performance with business outcomes and customer experience goals.
• Provide business impact assessments for service incidents and degradations.

• Collaborate with Marketing, Product, and Customer Experience teams to ensure service KPIs support go‑to‑market strategies and customer SLAs.

Service Performance & Analytics:

• Analyze service quality trends and customer‑impacting issues.
• Translate service health metrics into business‑level reports and executive dashboards.

Stakeholder Engagement:

• Serve as a key liaison between IT, Network, Commercial, and COO teams.
• Present service assurance insights and KPI reports to executive management.

Process Improvement & Automation:

• Implement ITIL‑aligned service management processes.
• Champion automation and AI/ML solutions for proactive monitoring and predictive assurance.
• Leverage AI/ML‑driven tools and techniques to enhance end‑to‑end service monitoring, anomaly detection, and root cause analysis.
• Drive the adoption of predictive and prescriptive analytics for proactive incident prevention and improved service assurance.
• Integrate AI‑enabled automation into service assurance workflows to improve efficiency, reduce MTTR (Mean Time to Repair), and optimize customer experience.

Governance & Compliance:

• Ensure adherence to regulatory and contractual service obligations.
• Support audits, SLA reviews, and governance boards with end‑to‑end service data.

• On‑Call Rotation:
  Participate in on‑call schedules, ensuring 24/7 coverage for mission‑critical systems.
• Engineering Best Practices:
  Advocate for Dev Ops and SRE principles, mentoring junior engineers on automation and operational excellence.
• Every day is different. You’ll
  coll…