Service Assurance Manager

The Vuma Service Assurance Manager role protects customer experience and revenue by minimising service disruption, reducing repeat incidents, and ensuring rapid and effective service restoration.

1. Service Performance Monitoring

• Oversee monitoring of network and service performance against SLAs and operational OLAs.
• Ensure proactive identification of service degradation and emerging risks.
• Manage performance reporting, trend analysis, and improvement plans.

2. Incident & Fault Management

• Lead end-to-end incident management and service restoration activities.
• Ensure timely resolution of faults in line with expected turnaround times communicated and priority frameworks.
• Manage major incidents, including coordination, communication, and post-incident reviews.

3. Customer & Channel Partner Experience

• Ensure clear communication to customers and stakeholders during service disruptions.
• Manage escalations related to service quality or outages.
• Drive reduction in repeat incidents and problem management.

4.Operational Coordination

• Coordinate resolution activities across NOC, Regional Operation Teams and Contractor Partners, Network Engineering, and Channel Partners.
• Ensure accountability and effective handoffs across operational teams.
• Support root cause identification and permanent resolution of service issues.

5.Problem Management & Continuous Improvement

• Lead root cause analysis and implementation of corrective and preventative actions.
• Identify systemic issues impacting service quality and drive remediation.
• Support service reliability improvement programmes

6.Governance & Compliance

• Ensure adherence to incident, problem, and service assurance processes
• Support SLA reporting and contractual compliance.
• Provide operational reporting for customer stakeholders.