IT Service Assurance Manager

Mission context :

, Ensures the IT operational efficiency and quality of service by having an active role on IT operations (hot & cold loop follow up, performances monitoring, processes, tools, governance)
, Leads Quality & Performance initiatives of key Products, Services and Processes to improve efficiency and quality of service, and to enable value for Customer's experience while keeping costs under control.
As a professional domain, service management is continuously maturing.
, Defines, Implements and Manages SLAs for assigned services and ensures services that meets the business needs to agreed levels.
, Mentors, and coaches the services team and handles customer service interactions, reports, and repairs.
The ITSA-manager ensures excellent customer service and maintains strong relationships with customers and third-party vendors.
, The ITSA-Manager defines the Service Assurance Roadmap.

- Main Tasks to execute:

, Supports IT Service Assurance director in his mission to reach the operational excellence by having an active role on different processes (incident, change, problem…), on governance (processes, SLA, organization), on tools & monitoring and on communication
, Acts in collaboration with IT Service Assurance director as a relay between IT operational organization and main Stakeholders (Exco, Sales & MKT business, Customer Service…).
Acts as main interface in IT department with Management Center (leading incidents and change) and Customer Service
, Responsible to lead a (virtual) team of Service Assurance experts hosted inhouse and at suppliers of Managed Services.
, Defines fit for purpose end-to-end Service Assurance framework aligned with best practices to help the organization improving Customer experience, Simplification, Digitalization and prepare the organization for moving towards an IT Silent Operations strategy and structure.
, Leads enhancements to Preventive Maintenance by organizing continuous improvements in Service observability, monitoring, preventive ticketing, daily checks, and housekeeping to prevent incidents.
, Enforces that Service Assurance activities are duly applied in delivery governance in order that new projects meet the requirements of operational readiness (OMM, Service Guides), integrity and compliance with operational policies.
, Owns Problem Management Process across divisional teams, leads governance meeting involving Technical Service Managers, organizes tickets quality reviews, controls that problems MTTR (Mean Time to Resolve) meets SLA.
, Leads Performance Reporting for in live E2E Services across partners in collaboration with Technical Service Managers.
, Leads Quality “Audits” to ensure that Partners are correctly applying contracts, practices, operational standards, and reporting.
, Coaches and trains Technical Service Managers and Project Leaders to ensure awareness, buy in and implementation of Service Assurance models, policies, and documentation.
, Manages improvement plans and coordinate task forces across different domains to improve the operational quality delivered to the Business.

Specific expertise required:

- IT operations service management (ITIL).
- Managing IT teams.
- Very good knowledge of the existing and emerging telecom ecosystem
- Preferably Multi-Cloud experiences

Experiene Level : 10 Years +
Languages: English (must), French (recommended), Dutch (nice)
Location : Brussels