NOC Service Assurance Lead

The Service Assurance consultant provides assurance to Customers and client with respect to delivery of Managed Services and the associated deliverables, ensuring delivery to the appropriate standard and quality.

To achieve this, this role is responsible for execution of the following activities and associated processes:

1. Service Assurance Management

2. Quality Assurance

3. Governance

Responsibilities:

·      Service Assurance Management (as required and assigned)

·      Regular Meetings with Clients to ensure and Delivery obligations are being met (‘what’ we deliver)

·      Optimizing and Demonstrating the Value of the Services

·      Management, Alignment and Reporting of OLAs and SLAs

·      Taking and Managing feedback for improvements to our Services

·      Managing Issues and Actions with respect to Delivery, per Client

·      Service Governance (as required and assigned):

·      Regular Client-facing Meetings (e.g. Monthly, Quarterly)

·      Creation and Reporting of Governance Practices, Service Metrics

·      Managing and tracking of MSS Compliance to appropriate Standards and Regulations (e.g. ISO27001)

·      Identification of Problems affecting Delivery

·      Reporting to Customers and Stakeholders

·      Quality Assurance (as required and assigned):

·      Ensuring Customer deliver Quality Services (‘how’ we have delivered)

·      Identifying, tracking and managing issues affecting the Quality-of-Service delivery

·      Communicating and Co-ordination with internal and external Stakeholders

·      Act as an Escalation Point for Service Delivery of MSS

·      Identification,

·      Evolving, extending and expansion of the Service Delivery and Governance capability (by agreement with Head of MSS)