
Service Assurance Manager
2 weeks ago
The Service Assurance Manager plays a vital role in ensuring reliable delivery of telecommunications services by managing the end-of-end customer order lifecycle, this includes new services, upgrades, downgrades, and disconnects. This role ensures service performance, network reliability, and compliance are all up to OPTK Networks Standards and works to ensure we are meeting or exceeding all service level agreements (SLAs) to maintain high customer satisfaction. The position requires close collaboration with cross-functional teams, such as NOC and Engineering, to resolve issues promptly, optimize workflows, and implement process improvements. By analyzing performance metrics and proactively addressing potential risks, the Service Assurance Manager works to enhance operational efficiency and the overall customer experience.
Blending leadership, problem-solving, and a customer-first approach, the Service Assurance Manager ensures service delivery meets organizational standards for quality and reliability.
Core Responsibilities:
- Lead, mentor, and manage a team of network technicians to ensure high performance and professional development.
- Develop and implement training plans to enhance team competencies and align with industry best practices.
- Monitor team workload and performance, effectively allocating resources to meet both project deadlines and operational demands.
- Coordinate cross-functionally with internal teams to plan and execute service installations, upgrades, and repairs, ensuring seamless service delivery.
- Conduct thorough root cause analyses for service delivery issues and develop strategic corrective action plans to prevent recurrence.
- Provide regular reports and updates to Operations leadership on service delivery metrics, project statuses, and overall operational performance.
- Identify and implement process improvements to streamline service delivery, including the introduction of automation tools and system enhancements where applicable.
- Stay informed on industry trends and emerging technologies to continuously improve service offerings and operational efficiency.
- Collaborate closely with engineering teams to ensure the network infrastructure is optimized to support current and future service requirements.
Qualifications & Requirements:
- Associate's degree in Telecommunications, Business Administration, or a related field; equivalent professional experience will be considered.
- Minimum of 2 years of experience in service assurance, service delivery or operations management, preferably within the telecommunications industry.
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