JOB SUMMARY

Reference

BSO/PER/SAD

Application End Date

Ongoing


Job Type

Permanent

Department

Service Assurance

YOUR ROLE

As Service Assurance Director at BSO,  you will join a telecommunications company with worldwide activity. You will deliver post-sale end to end view of service performance and customer experience across services delivered by BSO. You will need to be reachable 24/7/365 by phone/email for both internal and external escalation, guidance and customer pacifying. So, you will be in charge of:

  • Manage GNOC and CSM department around the clock to ensure Customer Happiness and incident resolution
  • Build excellent relationships with customer and internal stakeholder to support BSO services
  • Manage Supplier escalation to get timely resolution of incidents
  • Manage SLAs for assigned services and ensure delivery of service to agreed levels
  • Understand business priority, ensure services are aligned to priority and translate and communicate priority throughout
  • Develop a view of customer experience and service performance and deliver this insight to stakeholder
  • Proactively identify (with MSP)and deliver service improvement plans (SIPs) required to maintain or improve service levels
  • The Service Assurance Director will hold regular Service reviews with customer to demonstrate performance and review service risks and undertake customer satisfaction measurement and improvement
  • Act as an escalation point for incidents where business impact is experienced to ensure appropriate resolution
  • Maintain a service risk register to manage, mitigate and accept operational risks to service and deliver improvements to mitigate risk
  • Be the custodian of live service, approve changes to assigned services to ensure impacts are understood and service performance is not negatively impacted

YOUR SKILLS & QUALITIES

  • Solid technical background and commercial awareness so that the Service Assurance Director can participate in both technical and commercial discussions
  • Relationship building skills and the ability to empathize with customers and their needs
  • Ability to understand the Business Units requirements and drivers.
  • Demonstrates a high level of presentational skills adapting to all levels of audience
  • Ability to lead virtual support groups, suppliers internal and external customers
  • Previous involvement with managing third party suppliers
  • Understanding of the Financial telecom Ecosystem to adapt change management process to fit Finance industry requirement
  • Good working knowledge of the key service management processes
  • Displays strong service and continuous improvement ethos

JOIN US

If you want to meet this challenge, join us!

SEND US YOUR CV