Associate Director, Service Assurance

We are seeking an experienced and strategic Associate Director, Service Assurance to lead the Service Assurance function within Infrastructure – Systems and Data Centre.

Reporting to the Head, Systems and Data Centre, you will lead a team responsible for service governance, operational assurance, executive reporting, audit coordination, vendor governance, software procurement and licence management, AV facilities support, and strategic planning support for Infrastructure.

You will play a key role in strengthening service quality, operational resilience, compliance, cost effectiveness, and data-driven decision-making across IT Infrastructure.

This is a senior role suited for a leader who can operate across strategy and execution — engaging senior stakeholders, guiding team members, improving governance practices, and translating operational data, risks, and priorities into actionable plans and senior-level communications.

• Lead the Service Assurance team, providing direction, coaching, prioritisation, performance oversight, and capability development.
• Establish and mature service assurance frameworks, governance models, operating standards, reporting practices, and continuous improvement mechanisms.
• Oversee infrastructure service performance, including service levels, operational risks, issues, improvement actions, and stakeholder reporting.
• Develop and present executive-level reports and dashboards covering infrastructure operations, service performance, vendor performance, audit posture, risks, trends, project progress, and management actions.
• Translate complex technical, operational, financial, and governance information into clear, compelling, and decision-ready materials for senior stakeholders.
• Use AI-enabled tools, automation, analytics, and data visualisation to improve reporting, service insights, audit tracking, process efficiency, knowledge management, strategy development, and decision support.
• Work with operations and project teams to ensure new systems, services, and infrastructure changes are operationally ready, supportable, sustainable, and aligned with service expectations.
• Lead governance of major infrastructure contracts and service level agreements, including vendor performance reviews, contractual compliance, payment governance, escalation management, and liquidated damages processes where applicable.
• Provide oversight of software procurement and software licence management, ensuring compliance, cost optimisation, effective utilisation, timely renewals, and strong enterprise software asset controls.
• Lead ISO 20000, ISMS, and related audit, certification, and compliance activities, ensuring audit readiness, quality evidence, remediation tracking, and continual improvement.
• Manage internal and external infrastructure audits, including audit planning, evidence coordination, review of findings, management responses, closure tracking, and progress reporting.
• Oversee AV facilities and meeting technology within the IT Building to support reliable and effective collaboration environments.
• Advise senior management on service assurance matters, operational risks, compliance gaps, vendor performance, strategic priorities, and opportunities for service optimisation.
• Lead and govern IT Incident and Problem Management processes to ensure timely resolution of service disruptions and prevention of recurring issues.
• Oversee incident triage, escalation, communication, resolution tracking, and post-incident reviews for major and critical incidents.
• Drive root cause analysis, corrective actions, and continuous improvement initiatives to improve service reliability and operational resilience.
• Establish and monitor IPM metrics, including incident response time, resolution time, recurrence rate, SLA compliance, and problem closure effectiveness.
• Collaborate with infrastructure, application, cybersecurity, service desk, and business teams to ensure coordinated incident response and problem resolution.

Requirements

• A recognised degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.
• At least 15 years of relevant experience in IT service management, infrastructure operations, service assurance, governance, vendor management, procurement, audit, compliance, IT planning, or related areas.
• Proven experience in a senior leadership, people management, or functional lead role within a complex enterprise IT environment.
• Strong experience in service governance, operational…