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General information

UC Service Assurance Manager - USA

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Job description

The Service Assurance Manager acts as a strategic liaison between the customer and the company. The position will be responsible for establishing and maintaining strong and productive relationships with the customer and internal departments to ensure that service performance is effectively managed and monitored. The Service Assurance Manager will apply a high-level of expertise to proactively manage an assigned base of corporate customers, acting as a customer advocate and partner.

Job Family

Service Operations

Type of Contract


Location Job

North America, US, Schaumburg



Key activities & Tasks

    Answers questions and provide information to customers
    Opens and reviews Quality Assurance and Trouble Ticket/Case reports to identify potential issues; Analyzes the clients' needs, requirements, and level of satisfaction with Arkadin products and services; Provides feedback to all appropriate functional parties within the organization and client
    Makes ‘best practice' recommendations to customers to ensure optimal results; Identifies opportunities and strategies to creatively respond to collaboration needs of customers
    Facilitates customer report delivery processes; Monitors delivery of reports and provides status updates to appropriate personnel; Reviews processes for future enhancements and makes recommendations
    Establishes and maintains strong and productive relationships with key stakeholders from all functional areas of the company to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement.
    Acts as an escalation point for the delivery of changes and resolution of service issues to ensure effective and timely communication
    Develops, recommends, and implements operational improvement strategies for the department to provide stronger alliance between internal and external clients
    Acts as liaison between internal departments to communicate results and feedback concerning service delivery related concerns; Researches client-impa

Core skills & requirements

    The Skills You'll Bring

    3-5 years client service or account management experience
    Strong proficiency of internet and Microsoft Office applications
    Exceptional and effective oral and written communication skills
    Ability to assess problem situations, collect critical information to identify causes, and recommendation actions
    Ability to adjust to a new environment, willingness to learn new process/product information, and perform well by incorporating new information into key duties
    Experience in the management of the delivery of technology services
    Knowledge and experience of successfully managing change
    Can interpret service assurance concerns and identify issues in a form that relates to business and commercial considerations
    The ability to draft clear and concise reports, presentations, and other professional documentation
    Ability to effectively lead, manage and maintain strong working relationships with key stakeholders on achieving strategic outcomes
    Demonstrated high standards of diplomacy, discretion, ethics and integrity with high levels of personal awareness and resilience
    Ability to demonstrate a strong customer focus that is appropriately balanced with commercial


    Bachelor Degree or work equivalent

Key expected results (deliverable, KPI's)