Job Description

The Service Assurance Manager will deliver an end-to-end view of service performance and customer experience across DFA. Delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders (internal and external). The role will instigate, develop, and implement Service Improvement activity in the event of underperformance or in line with changing business requirements.

• Identify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture)
• Engage with Senior Management to Executive level customer stakeholders to discuss account health for strategic direction and incident resolution.
• As an output of Service Reviews and meetings all necessary documents and minutes are to be distributed to customers and saved on the Share point portal under the customer's name (latest and greatest).
• Engage with and resolve Senior customer stakeholders to address complaints and escalations. Senior Service Manager to engage and resolve these queries timeously and with customer satisfaction and retention. The aim in addressing these queries is aimed at ensuring customer retention.
• Works with quality team and management to ensure internal and external audit findings are addressed, deficiencies are corrected, and preventive actions are implemented.
• Platinum and Priority customer SLA's are more complex and stringent and the impact of outages can lead to reputational damage to the customer brand, therefore outages must be resolved timeously. Besides the reputational risk is that if outages are not resolved could lead to thousands of customer staff not being able perform their duties.
• Resolution of core tasks -Target Turnaround Time (TTT) i.e.
• RCA 24hrs and SIP creation 5 working days from closure of the incident.
• Continuous Improvement - perform proactive customer service, identify design short falls and implement solutions before issues highlighted by the customer - 3 per month.

• IT / Networking Formal Qualification (3yrs Diploma/Degree).
• Project Management.
• A minimum of 5 years in the ICT sector of which min 3 years must have been spent in the telecom environment.
• Contract and SLA management.
• Exceptional interpersonal and communication skills, ability to show patience, empathy and courtesy when working with people.
• The ability to identify internal problem or process issues and implement solutions
• Able to perform under pressure.
• Excellent listening skills.

Skills Required