IT E2E Service Assurance Manager

Our client is on a mission to become the most customer-driven telco in the Netherlands—and the end-to-end performance of their IT systems is absolutely critical to making that happen.

As IT E2E Service Assurance Manager, the successful candidate will ensure the continuity, quality, and resilience of IT applications and infrastructure.

This role spans multiple domains, bridging network, IT, and business. Whether working with infrastructure teams, vendors, or business stakeholders, you connect the technical with the strategic. You will define KPIs, ensure service levels are met, and act as the guardian of performance across the full digital value chain—from backend infrastructure to the customer experience.

Telecom experience is essential. Without a proven track record in a telecom IT landscape, it’s difficult to navigate the complexity and pace of this role. The right person understands the stakes, pressure points, and how to deliver when it matters most.

No two days are the same. The successful candidate will collaborate across departments, drive meaningful change, and raise the bar—delivering performance customers can rely on, now and in the future.

Your core responsibilities are:

End-to-end service monitoring & assurance:

• Oversee real-time monitoring of IT and network services across RAN, Core, Transport, BSS/OSS.

• Ensure service health dashboards provide actionable insights to IT and business stakeholders.

Incident & problem management:

• Lead major incident response with cross-functional coordination.

• Drive root cause analysis (RCA) and implement corrective/preventive actions.

Business KPI management:

• Define, monitor, and report on business-critical KPIs (e.g. churn impact, service uptime, NPS, ARPU).

• Align technical performance with business outcomes and customer experience goals.

• Provide business impact assessments for service incidents and degradations.

• Collaborate with Marketing, Product, and Customer Experience teams to ensure service KPIs support go-to-market strategies and customer SLAs.

Service performance & analytics:

• Analyze service quality trends and customer-impacting issues.

• Translate service health metrics into business-level reports and executive dashboards.

Stakeholder engagement:

• Act as a key liaison between IT, Network, Commercial, and COO teams.

• Present service assurance insights and KPI reports to senior and executive stakeholders.

Process improvement & automation:

• Implement ITIL-aligned service management processes.

• Champion automation and AI/ML solutions for proactive monitoring and predictive assurance.

Governance & compliance:

• Ensure adherence to regulatory and contractual service obligations.

• Support audits, SLA reviews, and governance boards with end-to-end service data.

On-call rotation:

• Participate in on-call schedules, ensuring 24/7 coverage for mission-critical systems.

Engineering best practices:

• Advocate for DevOps and SRE principles.

• Mentor junior engineers on automation, monitoring, and operational excellence.

Our client is the newest provider of Mobile, Fibre and TV with over 2000 team members who believe in challenging the status quo of telecommunications. They aspire to make technology accessible to everyone no matter where you are from or where you are going. Their name is a palindrome that highlights this understanding of knowing what your goal is no matter where you begin or end. They strive to ensure everyone participates in the digital world, as the largest telecommunications company in the Netherlands they make digital possible and are also a recognized Top Employer for 2023!

Some things can’t be taught, and our client values traits like empathy, decisiveness, humour, authenticity, and a people-first mindset. You understand when to coach and when to lead. You are growth-minded, challenge-driven, and team-oriented. These qualities are expected at every level of the organisation.

Required Skills & Qualifications:

• A completed Bachelor’s or Master's degree in IT (or equivalent)

• 8+ years of experience in service assurance or IT operations within a telecom environment.

• A background in IT, Telecom, Computer Science, or a related field.

• Strong understanding of telecom services, IT ecosystems, and the KPIs that truly impact customer experience.

• Proficiency in service monitoring tools such as Netcool, Zabbix, Dynatrace, Splunk, or SolarWinds.

• Proven experience managing both technical SLAs and business-facing KPIs across cross-functional teams.

• Deep knowledge of ITIL (v3/v4) frameworks—certification preferred.

• Exposure to AIOps, automation strategies, and digital operations platforms.

• Excellent communication and reporting skills—especially when engaging with senior and executive stakeholders.

• Ability to translate technical data into meaningful business insights.

Preferred Qualifications:

• ITIL Foundation/Intermediate/Expert

• TM Forum Frameworx (eTOM/SID/TAM)

• PMP / PRINCE2 (Project Management)

• Cloud certifications (AWS, Azure, GCP)

• Data/Analytics certifications (bonus)

• Relocation package.

• Step-by-step assistance with your relocation processes and covered virtual sessions with our relocation experts.

• Visa application and 30% tax ruling application done by Ir Olav’s Globetrotters on your behalf.

• Great South African community waiting for you in the Netherlands.

• Market related salary.

• 8,33% holiday allowance.

• Dutch Government authorized pension plan activated once you arrive in the Netherlands.

• One on one Dutch lessons up until company requirement where your partner can join lessons for free.

• Company laptop.

• Commitment for indefinite contract with our client 

• Mentoring and coaching until you go over to the payroll of our client

• Great on and offline events to meet your fellow Globetrotters and learn about the Netherlands, hosted by Ir Olav's Globetrotters.

• Pleasant working atmosphere, where you can be and stay yourself.

Are you just as excited as us about this role? Great! Then you're sure to be a good match! Applying for a job with us is very easy. Simply complete the application form below and one of our recruiters will be in touch!