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 rep...