Service Assurance Executive

2 weeks ago

Ontario, Canada Indigo Telecom Group Full time

**Location**: On site / Magor, Caldicot NP26, UK
**Job type**: Permanent / Full-Time
**Sector and subsector**:IT | Telecoms
**Salary**: Negotiable Salary

**Key Responsibilities**

The Service Assurance Executive’s role is to act as a conduit between Indigo’s customer base and the services that Indigo provide. The role ensures that contracted First Line Maintenance (FLM) services are delivered to the highest possible standards, managing escalations, and providing monthly and quarterly business reporting. Working with the Service Assurance Lead, and the Service Desk Manager, you will ensure a worldwide and industry leading level of support is maintained. You will be a key part of the bid process along with having a close working relationship with the sales team to enable smooth transition of services into support.

You will have an analytical mind, with the ability to present to all stakeholder levels, both internally and externally. You will be comfortable working with financial information and will possess financial acumen. You will also be commercially aware and possess a high level of Microsoft Excel and PowerPoint competency.

The post holder will be required to take on any additional duties which are within the remit of the role.

**Principle Accountabilities / Objectives**:

- Ensure the operations environment are ‘operationally ready’ to deliver services sold through new bids and quotes.
- Work with relevant teams to ensure the Scope of Works can be fulfilled using defined processes, structure for SLA management and skills across the Global Service Desk to deliver live services on time.
- Primary point of contact both internal and external for nominated accounts and others.
- Facilitation of customer review meetings, presenting and action tracking.
- Internal escalation management, proactively investigate and provide solutions management to operational issues raised by the customer.
- Management reporting to include customer monthly maintenance costs issued, P & L support to finance, SLA adherence and ad hoc requests of raising Purchase Orders for suppliers.
- Continuous service improvement to include root cause analysis presented on internal Indigo Corrective Action Plans (ICAPs), process improvement, problem management

Competency: Skills/Knowledge/Qualifications:

- Experience in customer engagement.
- Proficient in Microsoft Excel and PowerPoint.
- Process Driven.
- Excellent verbal and written communicator.
- Excellent presentation skills and self-assured in contact with customers and internal resources.
- Confident in presenting using tools such as Teams, Google Meet, Zoom.
- A team player who is comfortable working under own initiative.
- Ability to take on new tasks quickly and efficiently.
- Financial understanding.
- Full driving license

Travel to customer meetings as and when required.

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