Principle Service Assurance Manager

Key Responsibilities:

• Provides leadership, supervision, training, and guidance to the team with the daily and ad hoc activities.
• Responsible for the overall organization for the smooth workflow in the team.
  Maintains staffing levels; recruits, selects, and hires associates (maintain high performance culture)
• Set strategy for associate training/development
• Creates ideas to reduce attrition based on exit interview feedback
• To ensure Comms-Care adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control.
• Using technical experience and analytical techniques in problem solving, in situations with complex facts, situations.
• Develop, rollout and ensure adherence to processes and standards to meet Comms-Care and customer’s service delivery expectations.
• To project manage small enhancements to existing BAU IT infrastructure.
• Customer management in terms of quality and expectations specific to customers, and internal customer base.
• Working with Account Manager/Director lead to identify new opportunities to grow our services footprint within our customer base.
• Manage and continually review cost of services delivered and make recommendations as required which will help maximise revenue and profit margins without jeopardising quality of service.
• Identify and highlight opportunities for the company to win new business.
• Develop relationships with Account Managers, particularly with regard to promoting services and growing our services footprint within our client base.
• Adhering to Quality, IT and Security Management Systems including relevant procedures and policies at all times.

• 2+ years direct supervisory or managerial role overseeing operations
• 1+ years shared service center/ BPO sector experience required
• ITIL Accredited (relevant intermediate modules desired) & Prince 2 (desired)
• Understanding of Service Management Methodologies and best
• Technical knowledge and understanding, with an ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
• Excellent communication and negotiation skills
• Advanced Microsoft Office knowledge - Word, Excel, Outlook, Microsoft Project and Visio.
• Demonstrable experience of working in an IT Service management capacity
• Experience of managing suppliers in outsourcing contracts
• Experience of Service Delivery, Project and Problem management across multiple industries and business cultures.