Senior Manager - Infrastructure Service Assurance

About the Company:

We are hiring for one of the largest diversified family business groups in the Middle East.

Role Overview – Senior Manager -Infrastructure Service Assurance

PURPOSE

The Senior Manager, Infrastructure Service Assurance, oversees the organizations IT services' reliability, availability, and resilience. This role identifies and addresses gaps in people, processes, and technology to enhance service quality and mitigate risks. Responsibilities include developing and executing policies, procedures, and best practices to achieve operational excellence and continuous improvement. The Service Assurance Manager will work closely with various teams to monitor performance, address issues, and implement strategies to enhance overall service quality.

KEY ACCOUNTABILITIES

STRATEGIC

• Ensuring adherence to established policies, procedures, and Service Level Objectives (SLOs).
• Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.
• Manage incident response and resolution, ensuring timely communication and effective team coordination.
• Lead efforts on root cause analysis of service disruptions and implement corrective actions to prevent recurrence.
• Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.
• Establish operational policies, procedures, and standards to maintain a secure and compliant infrastructure environment.
• Ensure the security and compliance of IT services by implementing robust security measures, controls, and practices, coordinating with IT Security teams.
• Develop and implement disaster recovery strategies to mitigate the impact of unforeseen events on critical business operations.

OPERATIONAL - Depending on the Position Level – Responsibilities that entail the delivery of operational day-to-day activities and tasks.

JOB DESCRIPTION

Oversee the day-to-day operations of service assurance and resilience management, ensuring adherence to established policies, procedures, and SLOs.

• Lead capacity planning, resource allocation, and service optimization efforts to meet business demands and support growth.
• Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.
• Manage incident response and resolution, ensuring timely communication and effective coordination across teams.
• Conduct root cause analysis of service disruptions and implement corrective actions to prevent recurrence.
• Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.
• Budgeting, defining SLAs, forecasting, aligning with business IT heads, adhering to governance, planning, assessing new technologies, and ensuring optimal interoperability for the following areas:

Service Assurance Management:

• Oversee the Assurance of IT services delivery to ensure they meet or exceed agreed-upon SLAs and KPIs.
• Collaborate with service providers and internal teams to manage service performance and resolve any issues.

Performance Monitoring and Reporting:

• Implement and manage performance monitoring tools and processes to track service performance and infrastructure health.
• Prepare and present regular performance reports, highlighting trends, issues, and areas for improvement.

Incident and Problem Management:

• Lead the response to major incidents and service disruptions, coordinating with relevant teams to ensure timely resolution.
• Conduct root cause analysis and develop corrective actions to prevent future incidents.

Continuous Improvement:

• Identify opportunities for process improvements and efficiency gains within IT operations and infrastructure.
• Drive initiatives to enhance service quality, streamline processes, and implement best practices.

Compliance and Governance:

• Ensure IT services and infrastructure adhere to organizational policies, industry standards, and regulatory requirements.
• Conduct regular internal audits and reviews to assess compliance and identify areas of risk.

Stakeholder Communication:

• Serve as a primary point of contact for service-related issues and escalations.
• Communicate effectively with stakeholders, including senior management, to provide updates and gather feedback.

QUALIFICATION & EXPERIENCE

EDUCATION AND TECHNICAL CERTIFICATIONS

• A bachelor's degree in information or computer science, or a related major, is mandatory, while a master's degree is preferred.
• Certifications like ITIL and other technical certifications will be an added advantage.
• Project Management Certification.
• IT governance and management certifications like COBIT will be preferred.

KNOWLEDGE AND SKILL:

• Bachelor's degree in computer science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, PMP) are a plus.
• Proven experience in IT operations, service management, or infrastructure management.
• Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.
• Experience with performance monitoring tools and incident management systems.
• Excellent problem-solving skills and the ability to analyse complex situations.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Demonstrated leadership and team management experience.

EXPERIENCE:

• 8-12 years of technology management relevant experience
• Experience with at least 6 years in similar roles.

Other Details:
Experience: 8-12 years
Location: Islamabad (On-site)
Compensation: Market-competitive Salary + Benefits

Work Location: In person