Deskripsi Pekerjaan
Arch Global Services (AGS) is a leading provider of innovative technology and managed services solutions. We are looking for a results-driven Service Assurance Lead to join our high-performing team in Bonifacio Global City. This is a strategic midshift role designed for a service management professional who thrives on ensuring operational excellence, driving governance, and leading teams to deliver outstanding service outcomes.
In the capacity of Service Assurance Lead, you will establish and maintain a robust governance framework for managed service delivery. Your primary mandate is to assure that all services delivered to our clients are reliable, secure, and aligned with contractual obligations. You will lead a dedicated team, conduct comprehensive service reviews, manage the incident lifecycle, and champion continuous service improvement initiatives. Your analytical mindset will be crucial in transforming service data into actionable insights, enabling proactive service management.
The ideal candidate possesses deep knowledge of ITIL frameworks, exceptional leadership capabilities, and a proven track record in managed service environments. By working the midshift, you will effectively bridge the gap between our local operations and global stakeholders, ensuring seamless communication and support across time zones. You will have the opportunity to make a tangible impact on service quality, customer satisfaction, and business growth.
The Benefits of Joining AGS:
- Competitive compensation package with midshift premium.
- Career growth opportunities within a global organization.
- Prime office location in Bonifacio Global City (BGC).
- Collaborative and innovative work culture.
If you are passionate about service excellence and ready to lead a team to success, we encourage you to apply for the Service Assurance Lead position today.
Tanggung Jawab
- Develop, implement, and maintain the overarching service assurance strategy and governance framework for managed service delivery.
- Lead a team of service assurance analysts to monitor, measure, and report on service performance against contractual SLAs and KPIs.
- Chair regular service performance reviews with clients and internal stakeholders, driving transparency and continuous improvement.
- Manage the end-to-end Incident and Problem Management lifecycle, ensuring effective root cause analysis and preventative action plans.
- Act as the senior escalation point for major incidents and service disruptions, coordinating cross-functional response teams.
- Conduct audits of operational processes and procedures to ensure compliance with ITIL best practices and internal standards.
- Collaborate with Service Delivery Managers to identify and mitigate risks to service stability and customer satisfaction.
- Produce comprehensive executive-level reports and dashboards on service performance, trends, and improvement initiatives.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or a closely related field.
- 5+ years of experience in IT service assurance, service management, or managed service delivery.
- At least 2 years of experience in a leadership or team lead capacity.
- ITIL Foundation certification is mandatory; ITIL Practitioner/Intermediate or Expert is highly preferred.
- Strong working knowledge of ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Excellent analytical, problem-solving, and decision-making skills with a keen attention to detail.
- Superior stakeholder management and communication skills, with the ability to engage effectively at all levels.
- Willingness to work on a midshift schedule (typically overlapping with US or EMEA business hours).