Network Assurance Manager

Responsibilities Service Assurance

• Own end-to-end service assurance for IT and network services, ensuring agreed SLAs, KPIs, and customer experience targets are met.
• Monitor service performance, availability, and capacity across core network, access, IT platforms, and third-party services.
• Lead proactive service reviews with suppliers and internal stakeholders to identify risks and improvement opportunities.
• Ensure service monitoring, alerting, and reporting are effective and continuously improved.

Problem Management

• Own the Problem Management process in line with ITIL best practice.
• Lead root cause analysis (RCA) for recurring incidents and major outages.
• Drive permanent corrective actions and track them to closure.
• Analyse incident and problem trends to reduce repeat issues and improve service stability.
• Ensure lessons learned are captured and embedded into operational processes.

Change Management

• Own and govern the Change Management process across IT and network environments.
• Assess, approve, and schedule changes to minimise service risk and customer impact.
• Chair Change Advisory Board (CAB) meetings and ensure high-quality change documentation.
• Ensure post-implementation reviews (PIRs) are completed and actions followed up.
• Balance business agility with operational stability.

Incident & Major Incident Support

• Provide leadership during major incidents, coordinating internal teams and suppliers.
• Ensure clear communication to stakeholders during service outages.
• Support continuous improvement of incident response and recovery processes.

Supplier & Stakeholder Management

• Act as a key operational interface with network partners, IT vendors, and managed service providers.
• Hold suppliers accountable for service performance, incident resolution, and problem remediation.
• Collaborate closely with NOC, IT operations, product, and customer care teams.

Governance & Continuous Improvement

• Ensure operational processes align with ITIL and internal governance standards.
• Produce regular service performance reports for senior management.
• Drive automation, tooling improvements, and operational efficiencies.
• Support audits and compliance activities as required.

Skills

• Proven experience in network assurance, service assurance, or operations management within telecoms or IT.
• Strong hands on experience with Change Management and Problem Management.
• Experience operating in a multi-supplier / MVNO / outsourced environment.
• Solid understanding of telecoms networks (core, access, signaling) and IT platforms.
• Strong incident and major incident management experience.
• Excellent stakeholder management and communication skills.
• ITIL knowledge (ITIL v3 or v4 certification preferred).
• Experience working with mobile network operators or MVNOs.
• Familiarity with service monitoring tools, ticketing systems, and automation platforms.
• Experience driving operational transformation or service improvement initiatives.
• Calm and decisive under pressure.
• Analytical with strong root cause problem solving skills.
• Detail oriented but able to see the bigger picture.
• Collaborative, with the confidence to challenge suppliers and internal teams.
• Customer focused mindset with a passion for service quality.