Service Assurance Senior Consultant - Contractor

Ensure the consistent delivery and performance of IT services in alignment with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs). The role is responsible for service quality assurance, performance monitoring, compliance with regulatory requirements such as NCA, and continuous improvement through reporting, audits, and stakeholder feedback mechanisms.

• Manage and monitor Service Level Management (SLM) processes to ensure adherence to SLAs, OLAs, and KPIs.
• Develop, maintain, and analyze service performance reports, dashboards, and scorecards.
• Track, measure, and report service performance trends, risks, and improvement opportunities.
• Conduct regular service reviews with internal teams and external vendors to ensure compliance and performance alignment.
• Implement and oversee Quality Assurance (QA) practices to ensure service delivery meets defined standards.
• Lead and coordinate internal and external audits, including NCA compliance audits and regulatory assessments.
• Identify gaps in service performance and initiate corrective and preventive actions.
• Establish and manage IT performance monitoring frameworks and governance processes.
• Drive continuous service improvement initiatives based on data insights and audit findings.
• Manage and enhance customer feedback systems, ensuring feedback is captured, analyzed, and translated into actionable improvements.
• Collaborate with cross‑functional teams – Service Desk, Operations, Vendors – to ensure seamless service delivery.
• Ensure documentation, policies, and procedures are up to date and aligned with regulatory and organizational standards.
• Support incident, problem, and change management processes from a service assurance perspective.
• Ensure vendor performance aligns with contractual obligations and service expectations.

• Bachelor s degree in Information Technology, Computer Science or a related field.
• 6 to less than 8 years of experience in IT Service Management, Service Assurance, or related roles.
• Strong understanding of ITIL framework; ITIL certification preferred.
• Experience in SLA, KPI, OLA management and performance reporting.
• Knowledge of regulatory compliance standards.
• Proficiency in reporting tools such as Power BI, Excel, Service Now reporting.
• Strong analytical, problem‑solving, and data interpretation skills.
• Experience in audit management and compliance tracking.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Translation skills.