Yates Ltd is looking for a highly skilled and experienced individual to join our team as a Service Assurance Lead. In this role, you will supervise and oversee service improvements related to major incident, risk, problem, asset, and knowledge management, including the service delivery performance of third parties. You will identify and document business, operational, and financial risks and collaborate with internal and external teams on risk mitigation plans and actions. You will prioritize efforts to mitigate and prevent risks, and report on significant activities and timelines to resolve issues. You will provide status and reporting on risk remediation initiatives and efforts, and track and ensure successful handling of major incident problem management follow-on tickets.

You will also ensure vendors are responding and implementing problem management remediation steps and actions, and validate and report on SLAs, SLOs, and KPIs from partners and client teams. Additionally, you will maintain and oversee Provider Asset Management Programs for all network hardware and software, and ensure that suppliers establish knowledge management practices accessible to vendors, customers, and team members. You will also ensure client network team members create, maintain, and review knowledge management articles and major incident restorations, recommended improvements, and tracking of provider actions to ensure accountability and ownership.

Core Responsibilities:

• Supervise and oversee service improvements related to major incident, risk, problem, asset, and knowledge management, including the delivery performance of third parties
• Identify and document business, operational, and financial risks and collaborate with internal and external teams on risk mitigation plans and actions
• Prioritize efforts to mitigate and prevent risks and report on significant activities and timelines to resolve risk
• Provide status and reporting on risk remediation initiatives and efforts, and track and ensure successful handling of major incident problem management follow-on tickets
• Ensure vendors are responding and implementing problem management remediation steps and actions, and validate and report on SLAs, SLOs, and KPIs from partners and client network teams
• Maintain and oversee provider asset management programs for all network hardware and software
• Coordinate and ensure that suppliers establish knowledge management practices and that the information is accessible to vendors, customers, and team members
• Ensure client network team members create, maintain, and review knowledge management articles

Candidate Profile:

• Bachelor’s degree or equivalent
• 5 to 10 years of experience in similar roles addressing IT and technology domains
• Working knowledge of the enterprise network domain (tech, hardware, software, process, automation, etc.)
• Working knowledge of basic financial concepts and models
• Expert in the use of Excel and other data analytics tools
• Adept at general administrative tasks like data entry and word processing
• Professional judgment for handling confidential information
• Extreme attention to detail – both tactical and strategic (thinking through interdependencies, outcomes, implications)
• Comfortable and effective working with all levels of the client organization, in person or remotely
• Able to build rapport and establish trust with clients as well as assist in managing their expectations
• Adept in observing and reporting on client behaviors and nuances that may influence project results
• Able to identify potential issues and provide recommendations for remediation
• Self-motivated, independent, and able to successfully work from home or remotely 

To apply, please send your resume and cover letter to info@yatesltd.com with "Service Assurance Lead" in the subject line.