Service Assurance Manager

About the role

As a Service Assurance Manager at Bamboohr, you will play a pivotal role in ensuring the quality and reliability of our services. Your primary focus will be on overseeing the performance of our network and application services, ensuring they meet the highest standards of excellence. You will collaborate closely with cross-functional teams to identify and resolve issues, implement best practices, and enhance customer satisfaction. This position is ideal for someone who thrives in a fast-paced environment and is passionate about delivering exceptional service quality.

Key facts

What you'll do

• Lead the service assurance team in monitoring and analyzing service performance metrics to ensure optimal delivery of Bamboohr's services.
• Develop and implement strategies to proactively identify potential service disruptions and mitigate risks before they impact customers.
• Collaborate with engineering and product teams to define service level agreements (SLAs) and ensure compliance with these standards.
• Conduct regular reviews of service performance data, identifying trends and areas for improvement to enhance overall service quality.
• Serve as the primary point of contact for escalated service issues, coordinating with relevant teams to ensure swift resolution and communication with stakeholders.
• Create and maintain comprehensive documentation related to service assurance processes, policies, and performance reports.
• Facilitate training sessions for team members and other departments to promote a culture of service excellence and continuous improvement.
• Engage with customers to gather feedback on service performance and identify opportunities for enhancement, ensuring their needs are met effectively.
• Utilize data analytics tools to generate insights that drive decision-making and improve service delivery.
• Monitor industry trends and best practices in service assurance, integrating relevant findings into Bamboohr's operational strategies.
• Participate in cross-departmental projects aimed at improving service delivery and customer experience.
• Prepare and present regular reports to senior management on service performance, challenges, and improvement initiatives.

Requirements

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, or Business Administration.
• A minimum of 5 years of experience in service assurance, quality assurance, or a related field, preferably in a technology or telecommunications environment.
• Proven experience in managing service level agreements (SLAs) and understanding key performance indicators (KPIs) related to service delivery.
• Strong analytical skills with the ability to interpret complex data and translate findings into actionable insights.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical stakeholders.
• Demonstrated leadership capabilities, with experience in managing teams and driving performance improvements.
• Familiarity with industry-standard service assurance tools and methodologies, such as ITIL or Six Sigma.
• Ability to work effectively under pressure and manage multiple priorities in a dynamic environment.
• Strong problem-solving skills and a proactive approach to identifying and addressing service issues.

Nice to have

• Experience with cloud-based services and applications, particularly in a global context.
• Knowledge of network monitoring tools and performance management software.
• Familiarity with customer relationship management (CRM) systems and their integration with service assurance processes.
• Previous experience in a customer-facing role, particularly in a technology-driven company.
• Certification in service management frameworks such as ITIL, ISO 20000, or similar.

Skills & tools

• Proficiency in data analysis and visualization tools, such as Tableau or Power BI.
• Strong understanding of network architecture and application performance monitoring.
• Familiarity with project management tools and methodologies, including Agile and Scrum.
• Experience with scripting languages or automation tools to streamline service assurance processes.
• Knowledge of customer feedback tools and techniques to gather insights on service performance.

Practical notes

• The specific location for this role is currently unspecified, but candidates should be open to remote work or relocation as needed.
• Salary will be competitive and commensurate with experience, with additional benefits offered.
• Bamboohr is committed to diversity and inclusion, and encourages applicants from all backgrounds to apply.
• Interested candidates can apply through the provided link: https://headspin.bamboohr.com/careers/282.

This position presents a unique opportunity to join a forward-thinking company dedicated to innovation and excellence in service delivery. If you are a driven professional looking to make a significant impact in service assurance, we encourage you to apply.