Sr. Service Assurance Specialist with English + German or Italian or Spanish or French

Based at one of two operations centres, this team of service professionals are responsible for all attributes of the service assurance function across the complete portfolio of company’s Products and Services.

The service assurance team is principally responsible for ensuring that all standard operational process and procedures are adhered to in order to meet external SLA’s, achieve defined KPIs and ultimately deliver a high level of customer service satisfaction.

A comprehensive understanding and experience of the following ITIL processes are pre-requisites for this role:

- Incident management
- Request fulfilment
- Problem management
- Service management
A key function of the Service Assurance team is to coordinate and mentor the actions of associated and involved teams and companies (engineering, regional operations, supplier management and customer) in order to deliver optimum results for company’s customers.


Primary responsibility is to be the main customer advocate within the central operations environment and ensure best efforts are always applied and delivered across the organization to achieve optimum customer satisfaction during the lifecycle of the services delivered.

We Required:

High level of customer focus.
Proven achiever with a desire to progress.
Team player but must be able to work on own initiative.
Open mind to different approaches to service development and deployment.
Able to work under pressure and to deadline.
Highly solutions oriented and able to manage and motivate teams in a matrix environment, internally and externally.
Able to influence both senior management and engineers.
Able to resolve problems/incidents quickly, accurately and through to resolution / closure.
Positive and approachable.
Able to demonstrate a high level of trustworthiness.
Able to technically understand the issue and guide others towards a faster resolution.
Customer Support/Service experience with at least 3 years in a Incident / Service Management role
Experience of working with internationally based customers and service providers
Technical understanding of key services such as Hosting, Security, Application, SDH, Wavelengths, TCP/IP, VPN, and Ethernet.
Depth of understanding of the processes and practices of Customer Support and Service Level Management. (ITIL)
Ability to understand and improve operational process & Procedure.
Proven track record of working within standards based operations environments.
Able to communicate in fluent English and at least one other European Language
Demonstrated ability to matrix manage across the business to achieve maximum results for clients.
Significant experience in managing escalated incidents through to resolution.
Ability to operate within an engineering and Senior Management environment.
Certification in ITIL to Foundation level or above would be a distinct advantage.

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