Iron Mountain
Location
Mumbai | India
Job description
ABOUT US...
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.
JOB SUMMARY:
We are seeking a dynamic and experienced Service Assurance Manager to join our team. Reporting directly to the Customer Care Head, the Service Assurance Manager will play a crucial role in ensuring the delivery of high-quality services to our customers. This role will involve supporting transformation projects aimed at enhancing customer experience and operational efficiency.
Key Responsibilities:
Service Quality Assurance:
➔ Monitor and assess service delivery against agreed-upon service level agreements (SLAs) and key performance indicators (KPIs).
➔ Identify areas for improvement and implement corrective actions to ensure service excellence.
Customer Satisfaction:
➔ Collaborate with the Customer Care Head to develop strategies for enhancing customer satisfaction. (CES/CSAT)
➔ Proactively address customer concerns and complaints, striving to exceed customer expectations at every touchpoint.
Transformation Projects Support:
➔ Actively participate in transformation projects aimed at improving service delivery processes and systems.
➔ Provide expertise and support in implementing changes to enhance operational efficiency and effectiveness.
Risk Management:
➔ Identify potential risks to service delivery and develop mitigation strategies to minimize their impact on customer satisfaction. Monitor risk factors and take proactive measures to ensure uninterrupted service provision.
Team Leadership :
➔ Lead a team of service assurance professionals, providing guidance, coaching, and mentorship to ensure their professional growth and development. Foster a culture of accountability, collaboration, and continuous improvement within the team.
Stakeholder Engagement:
➔ Build strong relationships with internal stakeholders, including operations, IT, and other relevant departments, to ensure alignment on service delivery objectives and priorities. Liaise with external stakeholders, such as vendors and partners, to coordinate service assurance activities effectively.
Performance Reporting :
➔ Prepare and present regular reports on service performance, highlighting key metrics, trends, and areas for improvement.
➔ Provide actionable insights to management to support decision-making and strategic planning.
Qualifications and Skills:
● Bachelor's degree in Business Administration, Information Technology, or a related field. Advanced degree preferred.
● Proven experience in a service assurance or similar role, preferably in a telecommunications,Banking, IT, or related industry.
● Strong understanding of service delivery processes, SLA management, and customer experience principles.
● Experience leading transformation projects and driving process improvements.
● Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify actionable insights.
● Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
● Strong leadership abilities, with a track record of building and motivating high-performing teams.
● Certification in project management (e.g., PMP) and/or IT service management (e.g., ITIL) is a plus.
Join Our Team:
If you are a proactive and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for the Service Assurance Manager position. Join us in our mission to transform service delivery and exceed customer expectations at every opportunity.
Job tags
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