Service Assurance Manager

This role ensures that agreed service levels are met, service quality is maintained, and performance is clearly communicated to internal and external stakeholders. A key focus is identifying gaps, driving service improvement initiatives, proactively enhancing customer experience, and constantly seeking opportunities to apply AI to improve processes, automation, and insights.

Customer Experience & Service Improvement

• Identify opportunities to enhance customer experience within complex network and IT environments involving multiple integrated services.
• Drive Service Improvement Plans (SIPs) when performance gaps or service issues arise.
• Proactively identify design or architectural shortcomings and propose solutions before issues escalate—minimum of 3 proactive improvements per month.
• Continuously identify, assess, and recommend AI-driven opportunities that can enhance service assurance, streamline processes, elevate reporting, automate repetitive tasks, or improve customer experience.

Customer Engagement & Stakeholder Management

• Engage senior customer stakeholders (Senior Management to Executive level) to discuss service health, incidents, and strategic direction.
• Act as a primary escalation point for major customer concerns, ensuring prompt and customer-centric resolution to support retention.
• Facilitate Service Review meetings and ensure all relevant documents (minutes, reports, updates) are distributed and stored correctly on the appropriate SharePoint site.

Performance, SLA & Assurance

• Ensure adherence to stringent SLA requirements for Platinum and Priority customers, where outages carry high reputational and operational impact.
• Drive timely resolution of high-impact incidents to minimize business disruption.
• Deliver key service assurance outputs, including:
• Root Cause Analysis (RCA) within 24 hours of incident closure.
• Service Improvement Plans (SIPs) within 5 working days post-incident.

Quality, Compliance & Audit

• Work with the Quality team to ensure internal and external audit findings are addressed, deficiencies corrected, and preventive measures implemented.
• Maintain strong governance over service performance and compliance frameworks, including opportunities for AI-led monitoring and decision support.

AI Awareness & Innovation

• Maintain a strong understanding of AI concepts, tools, and capabilities relevant to service assurance, operations, and network performance.
• Identify ways AI can improve diagnostics, reduce manual workload, accelerate incident analysis, or enhance reporting dashboards.
• Recommend and champion AI initiatives that align with operational efficiency and customer experience goals.

Operational Responsibilities

• Act as an escalation point during major incidents with significant business and customer ramifications.
• Balance office and field engagement to maintain operational visibility across service environments.