IT Service Assurance Manager Job Description
Orange is the next generation operator in the Belgian Telecom market. We are continuously investing in our IT department and maybe your talent is the one we are currently looking for.
About the Role
* Evaluate and improve IT operational efficiency and quality of service by having an active role on IT operations (hot & cold loop follow up, performances monitoring, processes, tools, governance).
* Lead Quality & Performance initiatives of key Products, Services and Processes to improve efficiency and quality of service, and to enable value for Customer's experience while keeping costs under control.
* Define, implement and manage SLAs for assigned services and ensure services that meet the business needs to agreed levels.
* Mentor and coach the services team and handle customer service interactions, reports, and repairs. The ITSA-manager ensures excellent customer service and maintains strong relationships with customers and third-party vendors.
* The ITSA-Manager defines the Service Assurance Roadmap.
Main Responsibilities
1. Support IT Service Assurance director in his mission to reach the operational excellence by having an active role on different processes (incident, change, problem), on governance (processes, SLA, organization), on tools & monitoring and on communication.
2. Act in collaboration with IT Service Assurance director as a relay between IT operational organization and main Orange Stakeholders (Exco, Sales & MKT business, Customer Service). Act as main interface in IT department with Orange Service Management Center (leading incidents and change) and Customer Service.
3. Be responsible to lead a (virtual) team of Service Assurance experts hosted in Orange and at suppliers of Managed Services.
4. Define fit for purpose end-to-end Service Assurance framework aligned with best practices to help the organization improving Customer experience, Simplification, Digitalization and prepare the organization for moving towards an IT Silent Operations strategy and structure.
5. Lead enhancements to Preventive Maintenance by organizing continuous improvements in Service observability, monitoring, preventive ticketing, daily checks, and housekeeping to prevent incidents.
6. Enforce that Service Assurance activities are duly applied in delivery governance in order that new projects meet the requirements of operational readiness (OMM, Service Guides), integrity and compliance with operational policies.
7. Own Problem Management Process across divisional teams, leads governance meeting involving Technical Service Managers, organizes tickets quality reviews, controls that problems MTTR (Mean Time to Resolve) meets SLA.
8. Lead Performance Reporting for in live E2E Services across partners in collaboration with Technical Service Managers.
9. Lead Quality