The Service Assurance Lead provides independent service assurance and governance for managed service delivery. The role is accountable for assuring service quality, compliance, and performance outcomes during transition and steady-state operations by driving SLA adherence, risk mitigation, and operational transparency to stakeholders and leadership.

Job Responsibilities

Primary Objectives

• Assure contractual service performance by monitoring outcome-based SLAs/KPIs and measuring timely remediation of issues.
• Establish and operate quality gates and readiness criteria for transitions, go-lives, and material changes
• Provide a consistent governance layer (risk, controls, compliance) that protects service stability in a regulated environment.
• Improve service transparency through designing quality control metrics. Creation of standardized reporting, performance insights, and executive-ready dashboards.
• Drive conti...