Service Assurance Manager

Job Overview:

The Service Assurance Manager's role is to provide an effective service assurance for their

nominated customers. You will be responsible for the effective delivery of services and

management of incidents and problem resolution with service providers whilst ensuring that

best practice guidelines and approaches are adhered to at all times.

Work-Life:

Provide assurance incident reports to business customers per service level guidelines

Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team.

Manage customer complaints or concerns quickly and professionally to maintain good

customer relationships and ensure repeat customers.

Providing a point of interaction & escalation between the respective Service Manager.

Recommend operational improvement plans and ideas and eventually contribute to achieving company goals

Monitor business customer complaints and team Service Level Agreement (SLA).

Prioritise tasks and resolve issues/conflicts.

Timely update to superior on project status

Requirements:

Bachelor's Degree, Diploma or Certificate in Electrical/Electronic/Communication Engineering.

Minimum 3 years experience and knowledge in service management.

Good working knowledge of the key service management processes

A highly organized work practice, with the ability to prioritize and manage multiple customer engagements simultaneously in a high-pressure, real-time environment