Responsibilities:
Service Assurance
•Own end-to-end service assurance for IT and network services, ensuring agreed SLAs, KPIs, and customer experience targets are met.
•Monitor service performance, availability, and capacity across core network, access, IT platforms, and third-party services.
•Lead proactive service reviews with suppliers and internal stakeholders to identify risks and improvement opportunities.
•Ensure service monitoring, alerting, and reporting are effective and continuously improved.
Problem Management
•Own the Problem Management process in line with ITIL best practice.
•Lead root cause analysis (RCA) for recurring incidents and major outages.
•Drive permanent corrective actions and track them to closure.
• Analyse incident and problem trends to reduce repeat issues and improve service stability.
•Ensure lessons learned are captured and embedded into operational processes.
Change Management
•Own and govern the Change Management process across IT and network environments.
Assess, approve, and schedule changes to minimise service risk and customer impact.
•Chair Change Advisory Board (CAB) meetings and ensure high-quality change documentation.
•Ensure post-implementation reviews (PIRs) are completed and actions followed up.
•Balance business agility with operational stability.
Incident & Major Incident Support
•Provide leadership during major incidents, coordinating internal teams and suppliers.
•Ensure clear communication to stakeholders during service outages.
•Support continuous improvement of incident response and recovery processes.
Supplier & Stakeholder Management
•Act as a key operational interface with network partners, IT vendors, and managed service providers.
•Hold suppliers accountable for service performance, incident resolution, and problem remediation.
•Collaborate closely with NOC, IT operations, product, and customer care teams.
Governance & Continuous Improvement
•Ensure operational processes align with ITIL and internal governance standards.
•Produce regular service performance reports for senior management.
•Drive automation, tooling improvements, and operational efficiencies.
•Support audits and compliance activities as required
Skills:
•Proven experience in network assurance, service assurance, or operations management within telecoms or IT.
•Strong hands-on experience with Change Management and Problem Management.
•Experience operating in a multi-supplier / MVNO / outsourced environment.
•Solid understanding of telecoms networks (core, access, signaling) and IT platforms.
•Strong incident and major incident management experience.
•Excellent stakeholder management and communication skills.
•ITIL knowledge (ITIL v3 or v4 certification preferred).
•Experience working with mobile network operators or MVNOs.
•Familiarity with service monitoring tools, ticketing systems, and automation platforms.
•Experience driving operational transformation or service improvement initiatives.
•Calm and decisive under pressure.
•Analytical with strong root-cause problem-solving skills.
•Detail-oriented but able to see the bigger picture.
•Collaborative, with the confidence to challenge suppliers and internal teams.
•Customer-focused mindset with a passion for service quality.