Service Assurance Manager I

Company Description

Endeavor is a managed services company backed by proprietary and scalable technology platforms. The company focuses on connectivity and digital modernization, providing cutting-edge solutions to enhance and streamline digital operations. Endeavor is committed to leveraging advanced technologies to help businesses achieve their digital transformation goals and maintain competitive advantages in the market.

Role Description

This is a full-time hybrid role for a Service Assurance Manager I (Provisioning and Delivery) located in Mandaluyong. The Service Assurance Manager I will oversee the provisioning and delivery of services to ensure customer requirements are met consistently. Daily tasks include managing service delivery processes, coordinating with various teams to ensure timely and efficient service provision, monitoring service performance, and troubleshooting any issues that arise. The role involves ensuring compliance with service level agreements (SLAs) and working to continually improve service delivery methodologies.

Leadership Responsibilities:

• Provide vision and strategic direction to Service Provisioning and Service Delivery teams, aligning departmental goals with broader organizational objectives.
• Act as a key advisor to senior leadership, offering insights and recommendations based on operational performance data, customer trends, and service challenges.
• Foster a culture of accountability, collaboration, and excellence through strong leadership, recognition, and performance management practices.
• Lead cross-functional collaboration with IT, PMO, Customer Success, HR, and other stakeholders to ensure smooth operations, efficient resource utilization, and successful project execution.
• Champion change management initiatives, ensuring team alignment, buy-in, and readiness during organizational transitions, system upgrades, or service model changes.
• Develop succession planning strategies and talent development pipelines to support long-term growth and leadership continuity.
• Represent the department in executive reviews, audits, and strategic planning sessions, translating operational metrics into actionable business insights.
• Drive a proactive approach to risk management, incident prevention, and service continuity planning.
• Promote employee engagement, diversity, equity, and inclusion within the team culture.
• Drive operational readiness and team capability through structured communication, training, and deployment initiatives.
• Serve as the operational lead for project planning and change control, offering risk assessments and go-live readiness checks.
• Design and execute department-wide training programs, knowledge base updates, and operational best practices.
• Establish a strong documentation and knowledge-sharing culture, managing version control and accessibility of process guides and training content.

Service Provisioning Management

• Deliver efficient, responsive, and SLA-compliant scheduling and dispatch operations.
• Strategically oversee scheduling and dispatch to meet defined SLAs and service targets.
• Supervise Team Leads and staff, ensuring team performance aligns with quality and responsiveness expectations.
• Monitor real-time schedule adherence, manage shift coverage, PTO approvals, and attendance compliance.
• Analyze daily operational data to optimize resource allocation and prioritize high-impact tasks.
• Manage service escalations and outages, working cross-functionally to coordinate responses and issue resolution.
• Conduct regular audits and root cause analyses to identify trends and drive performance improvements.
• Implement process and technology enhancements that improve efficiency, visibility, and service reliability.
• Lead training programs, coaching initiatives, and structured mentoring plans to develop staff capabilities.
• Manage performance review cycles, including evaluations, feedback sessions, and corrective action planning.

Service Delivery Management

• Ensure exceptional customer support through high-performing call center operations.
• Lead day-to-day operations, maintaining service level agreements (SLAs), customer satisfaction targets, and resource optimization.
• Provide strategic oversight of scheduling, forecasting, and real-time management to align staffing with demand.
• Mentor and guide Supervisors and Team Leads, fostering leadership capability and aligning teams with department goals.
• Authorize overtime, cross-training, and resource reallocation to ensure agility during peak volumes or incidents.
• Lead development and refinement of performance dashboards, operational scorecards, and weekly reporting packages.
• Oversee readiness for customer and project launches, ensuring thorough training and communication across teams.
• Partner with internal teams to support technology rollouts, ticketing improvements, and quality assurance initiatives.

Qualifications:

• Bachelor's degree in a related field such as IT, Computer Science, or Engineering is preferred
• 3–5 years Leadership/Managerial experience in a technology, telecom, or service operations setting.
• 2–5 years of Tier II or Tier III technical support in networking.
• Advanced knowledge of (Preferred):
  TCP/IP, DHCP, LAN/WAN, VPN
• Strong people management skills
• Experience in service delivery, provisioning, and service assurance
• Strong knowledge of connectivity solutions and digital modernization
• Excellent problem-solving and troubleshooting skills
• Ability to manage multiple projects and coordinate with different teams
• Strong communication and interpersonal skills
• Experience in monitoring and maintaining service performance and compliance with SLAs
• Relevant certifications in service management or a related field is a plus