ROLE PURPOSE

The Service Assurance Manger is responsible for Services provided to customers who are selected based on their high Service Level Agreements on their strategic value to the business, monetary spend, number of sites, network complexity and a high demand for a focused group to manage these sensitive accounts. 

The Service Assurance Manager is responsible for managing a team of engineers that cover all aspects of Service Desk, Service Assurance and Provisioning. 

The Service Assurance Manager is responsible for ensuring the consistent and reliable delivery of IT services to meet the needs of the organization. This role involves monitoring service performance, managing incidents, and coordinating with various teams to maintain high standards of service delivery. The Service Assurance Manager will play a critical role in identifying areas for improvement and implementing strategies to enhance service quality and customer satisfaction.

ROLE REQUIREMENT

• Managing a team of engineers that cover all aspects of service Desk, Service Assurance and Provisioning. 
• This team manages a unique selection of customers with services that include MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa. 
• Managing day to day operations of the team includes ensuring that they pick up and manage incidents and service requests timeously, providing prompt feedback to customers and suppliers, escalating with our supplier’s, ensuring SLA is met and delivering the highest level of service in the industry. 
• To ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies to progress in their careers. 
• Setting KPI’s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.
• Prepare and present regular service performance reports to management.
• Maintain accurate documentation of service assurance processes and procedures.
• Act as the primary point of contact for service-related issues and escalations.
• Maintain strong relationships with key stakeholders and customers.
• Conduct regular service reviews with customers to gather feedback and ensure their needs are being met.
• Manage and resolve major incidents to minimize impact on business operations.
• Coordinate with IT teams and stakeholders to ensure timely resolution of incidents.
• Conduct post-incident reviews and root cause analysis to prevent recurrence

PROFESSIONAL COMPETENCIES

• Detail-oriented with a strong focus on quality.
• Proactive and able to work independently
• Strong leadership and team management abilities.
• Customer-focused mindset with a commitment to service excellence.
• Strong understanding of IT service management frameworks (e.g., ITIL).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.

QUALIFICATIONS & EXPERIENCE

• Matric Certification (essential) 

• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (preferred) 

• ITIL certified  

• 5+ years on an ICT Service Desk environment 

• 3+ years’ experience in managing a team within a technical environment  

• Understanding of IP, GSM and Telecommunications / ICT industry 

• MPLS networks 

• Cisco products 

• Analysis and diagnosis of incidents 

• CRM / Service Management system such as Siebel, HP SD, Remedy, etc. 

• Product knowledge – Access services, Broadband services, VoIP, ECommerce,  

• Network diagnostic tools and methods