MSIP Operation Assurance

Grow with us

About this opportunity
We are now looking for a key member to join our Managed Services team! As a member of our MSIP Operations Assurance team, you will be responsible for the financial, operational and delivery performance of the operations assurance and broadcast operations assignments within a managed services deal. In this role, you will play a valuable role to handle the applicable Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and serving as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer.

 
What you will do

• Manage end-to-end delivery of operations for specific customer, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT


• Coordinate any operational interface between delivery units and customers retained organization


• Act as main customer interface in managing major incidents, providing resolution reporting to customer and escalating the incident as necessary


• Ensure problem management activities are performed and supported by all delivery organizations


• Coordinate customer reporting meetings for problem management status


• Gain customer approval for solutions and/or negotiate penalties in case of customer non-acceptance


• Plan for preventative maintenance that covers customer requirements, report on any impacts and grant customer approval as necessary


• Continuously drive for efficiency, improvements and excellence in service delivery
   

Join our Team

You will bring

• Possess good experience as a Service Delivery Manager, Operation Services and Shared Solutions Services


• Solid presentation and communication skills and the ability to share your knowledge


• Good experience in NOC and backoffice operations


• Operations delivery management


• Incident and problem management


• Preventative maintenance


• Service delivery efficiency


• Delivering results and meeting customer expectations