CANDIDATUL IDEAL:
Our prestigious client is a leading international cable operator offering advanced video, telephone, and broadband Internet services.
We are looking for a professional SERVICE ASSURANCE MANAGER for our clients office in AMSTERDAM.
The role of Service Assurance is key to maintaining the revenue stream by ensuring that the services provided are optimized.
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RESPONSABILITATI / BENEFICII:
Main Responsibilities:
Establish and manage the relationship at the Director and above level between the CIO Office and its affiliate customers across Europe on all aspects of the IT services provided.
Develop and agree SLAs for all key CIO services to each affiliate, working to identify and agree ensuring consistency of content and approach, and also compliance to the Sarbanes-Oxley corporate governance legislation.
Be the first point of contact regarding all quality aspects of the CIO services provided, escalating to VP IT Services Assurance as necessary.
Manage the reporting of the CIO Office IT Service level Achievement using the agreed framework on behalf of the CIO Office to allocated affiliates.
Ensure feedback from affiliate customers is fully progressed to a mutual agreed and acceptable resolution.
Liaise with allied CIO Office departments to return failing services back to within their agreed service level.
Promote the CIO Office and its service framework throughout the corporate and affiliate organizations in order to enhance current levels of performance.
Manage the Service Review processes in accordance with the published production schedule, ensuring accuracy of content and timeframes
Conduct Service Improvement programs and actively assist in IT Service Incident Root Cause investigations to identify pragmatic solutions that stop the incident occurring again.
Propose budgets for the Root Cause permanent solutions with the aid of the allied CIO Office departments, where necessary.
Manage the progress of the solution implementation activities carried out by the allied CIO Office departments or the third-parties engaged to deliver the solution.
Provide guidance and support to ensure Service Assurance processes and standard operating procedures are continuously understood and followed by the Service Assurance team.
Comply with the corporate governance regulations, namely Sarbanes-Oxley and Code of Business Conduct at all times
Context/Environment:
The CIO Office provides a full integration service, i.e. Design, Develop, Deploy and Operation of the key IT services used across Europe by the UGCE Affiliates and business units. Service Assurance is a key work stream to this whole process, ensuring the delivered solution is aligned with business expectations of its users and can be delivered consistently over its lifetime.
Knowledge, Skills & Experience:
Bachelor degree
General knowledge of IT Infrastructure
Detailed knowledge of a suitable Service Management Framework, i.e. ITIL, MOF
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