ROLE PURPOSE<\/p>\n
\tThe Service Assurance Manger is responsible for Services provided to customers who are selected based on their high Service Level Agreements on their strategic value to the business, monetary spend, number of sites, network complexity and a high demand for a focused group to manage these sensitive accounts.\u00a0
\n\tThe Service Assurance Manager is responsible for managing a team of engineers that cover all aspects of Service Desk, Service Assurance and Provisioning.\u00a0
\n\tThe Service Assurance Manager is responsible for ensuring the consistent and reliable delivery of IT services to meet the needs of the organization. This role involves monitoring service performance, managing incidents, and coordinating with various teams to maintain high standards of service delivery. The Service Assurance Manager will play a critical role in identifying areas for improvement and implementing strategies to enhance service quality and customer satisfaction.<\/p>\n
ROLE REQUIREMENT<\/p>\n
\tManaging a team of engineers that cover all aspects of service Desk, Service Assurance and Provisioning.\u00a0
\n\tThis team manages a unique selection of customers with services that include MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa.\u00a0
\n\tManaging day to day operations of the team includes ensuring that they pick up and manage incidents and service requests timeously, providing prompt feedback to customers and suppliers, escalating with our supplier\u2019s, ensuring SLA is met and delivering the highest level of service in the industry.\u00a0
\n\tTo ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies to progress in their careers.\u00a0
\n\tSetting KPI\u2019s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.
\n\tPrepare and present regular service performance reports to management.
\n\tMaintain accurate documentation of service assurance processes and procedures.
\n\tAct as the primary point of contact for service-related issues and escalations.
\n\tMaintain strong relationships with key stakeholders and customers.
\n\tConduct regular service reviews with customers to gather feedback and ensure their needs are being met.
\n\tManage and resolve major incidents to minimize impact on business operations.
\n\tCoordinate with IT teams and stakeholders to ensure timely resolution of incidents.
\n\tConduct post-incident reviews and root cause analysis to prevent recurrence<\/p>\n
PROFESSIONAL COMPETENCIES<\/p>\n
\tDetail-oriented with a strong focus on quality.
\n\tProactive and able to work independently
\n\tStrong leadership and team management abilities.
\n\tCustomer-focused mindset with a commitment to service excellence.
\n\tStrong understanding of IT service management frameworks (e.g., ITIL).
\n\tExcellent problem-solving and analytical skills.
\n\tStrong communication and interpersonal skills.
\n\tAbility to manage multiple priorities and work under pressure.<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
\tMatric Certification (essential)\u00a0
\n\t3 Year Degree \/ equivalent Diploma in engineering \/ Information Technology \/ computer science (preferred)\u00a0
\n\tITIL certified \u00a0
\n\t5+ years on an ICT Service Desk environment\u00a0
\n\t3+ years\u2019 experience in managing a team within a technical environment \u00a0
\n\tUnderstanding of IP, GSM and Telecommunications \/ ICT industry\u00a0
\n\tMPLS networks\u00a0
\n\tCisco products\u00a0
\n\tAnalysis and diagnosis of incidents\u00a0
\n\tCRM \/ Service Management system such as Siebel, HP SD, Remedy, etc.\u00a0
\n\tProduct knowledge \u2013 Access services, Broadband services, VoIP, ECommerce, \u00a0
\n\tNetwork diagnostic tools and methods\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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