IT Service Assurance Manager
The Regional Head of IT Service Assurance will be responsible for the service assurance of a cluster of countries within LATAM organization. He/She will provide support and guidance to the local Service Assurance teams to define and follow up SLA with different business units. In addition the function will be responsible to constantly find ways to reduce OPEX while improving the quality of services delivered, with special focus on critical platforms and volume aggregation opportunities.
Key Responsibilities
CORE RESPONSIBILITIES
• Scope is group, regional and local geographies, platforms and services either in the cloud or in the local premises, including IaaS, SaaS and other.
• E2E Assurance of all IT platforms and services. Consistently achieve and exceed defined SLA with different business units.
• Vendor management to ensure services delivered are in accordance with defined SSA
• Manage all IT O&M operating costs and formulate strategies to continuously reduce them while improving the network quality
• Define efficient processes and policies for IT operations and ensure that they are implemented using the eTOM/ITIL framework.
• Support execution of analysis and transition for the outsourcing strategy of the group
CORE RESPONSIBILITIES
• Scope is group, regional and local geographies, platforms and services either in the cloud or in the local premises, including IaaS, SaaS and other.
• E2E Assurance of all IT platforms and services. Consistently achieve and exceed defined SLA with different business units.
• Vendor management to ensure services delivered are in accordance with defined SSA
• Manage all IT O&M operating costs and formulate strategies to continuously reduce them while improving the network quality
• Define efficient processes and policies for IT operations and ensure that they are implemented using the eTOM/ITIL framework.
• Support execution of analysis and transition for the outsourcing strategy of the group
Position Requirements
QUALIFICATIONS
• Bachelor's or Master's degree in Telecom Engineering, Computer Science or related field
• Must demonstrate in-depth understanding and previous experience of network outsourcing models with a preference of experience in Africa.
• Minimum 10 years’ experience working in the Telecom Industry (Preferably in the operations area)
• In-depth understanding of the eTOM/ITIL framework
• SOA knowledge
• Oracle certification (Or similar)
MINIMUM EXPERIENCE
• Strong understanding of eTOM/ITIL Framework
• Strong understanding of OPEX/Quality drivers in the Telecoms environment
• Strong understanding of Transition and Transformation methodology and previous experience in M&A/Outsourcing transactions
• Strong experience and understanding of Project Management methodology and direct management of large multi-million dollar projects.
• In Depth understanding of IT Operations Management and KPI/SLA management with a focus on Customer Experience Management.
• Experience in Siebel CRM, Huaiwei and Oracle convergent billing, digital apps, SOA, MDW, OSM (Or similar)
• Experience in multi national companies, multi cultural environments with central, cloud and local applications.
• Experience in projects to transition to managed services (Preferably IT related)
CORE COMPETENCIES
• Management and leadership
• Exceptional service and results orientation
• Superior analytical and problem-solving abilities
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Ability to present ideas in business-friendly and user-friendly language. Successfully presents technical information. Ability to make effective and persuasive presentations to senior management
• Ability to achieve results through others
• Excellent self-organization and self-direction in performance of tasks, including time management skills
• Set and manage priorities
• Ability to manage remote team
QUALIFICATIONS
• Bachelor's or Master's degree in Telecom Engineering, Computer Science or related field
• Must demonstrate in-depth understanding and previous experience of network outsourcing models with a preference of experience in Africa.
• Minimum 10 years’ experience working in the Telecom Industry (Preferably in the operations area)
• In-depth understanding of the eTOM/ITIL framework
• SOA knowledge
• Oracle certification (Or similar)
MINIMUM EXPERIENCE
• Strong understanding of eTOM/ITIL Framework
• Strong understanding of OPEX/Quality drivers in the Telecoms environment
• Strong understanding of Transition and Transformation methodology and previous experience in M&A/Outsourcing transactions
• Strong experience and understanding of Project Management methodology and direct management of large multi-million dollar projects.
• In Depth understanding of IT Operations Management and KPI/SLA management with a focus on Customer Experience Management.
• Experience in Siebel CRM, Huaiwei and Oracle convergent billing, digital apps, SOA, MDW, OSM (Or similar)
• Experience in multi national companies, multi cultural environments with central, cloud and local applications.
• Experience in projects to transition to managed services (Preferably IT related)
CORE COMPETENCIES
• Management and leadership
• Exceptional service and results orientation
• Superior analytical and problem-solving abilities
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Ability to present ideas in business-friendly and user-friendly language. Successfully presents technical information. Ability to make effective and persuasive presentations to senior management
• Ability to achieve results through others
• Excellent self-organization and self-direction in performance of tasks, including time management skills
• Set and manage priorities
• Ability to manage remote team
| IT Service Assurance Manager |
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