Head, Service Assurance

Job Purpose

To drive service quality assurance initiatives, monitor
performance metrics, and ensure continuous improvement of IT service delivery.

Key Responsibilities

• Monitor
  SLA performance and service quality metrics.
  
• Lead
  incident and problem management reviews.
  
• Develop
  service improvement initiatives.
  
• Oversee
  workload automation and process optimization.
  
• Produce
  service performance reports for management.
  

Requirements

Qualifications

• Bachelor's
  Degree in Computer Science, Information Systems, Information Technology,
  or related discipline.
  

Experience

• Minimum
  of 7 years' relevant experience in IT Operations, Service
  Management, or Service Assurance.
  

Certifications

• ITIL
  Expert
  
• Lean
  Six Sigma
  
• COBIT