Head, Customer Assurance

Reporting to: Chief Customer Success Officer, B2B / Enterprise

Portfolio: Connectivity, IoT, CPaaS, security and other enterprise digital services

Purpose of the Job:

Lead end-to-end customer assurance across B2B customers for connectivity and adjacent digital services. Own and build (where required) customer-journey processes, service commitments, shape assurance and observability requirements, and drive coordinated improvements across network infrastructure, overlay digital platforms and operations. The mandate is to establish hyperscale-grade assurance: predictable reliability, rapid restoration, transparent customer communication and automated operations.

Key Responsibilities:

- Customer assurance processes: Design standard processes across in-life support, incidents, service requests, changes, renewals and exit. Define assurance ownership, hand-offs, escalation paths and customer communication for each product and bundled service.

- Assurance and observability requirements: Define customer- and service-level visibility across Connectivity, IoT, CPaaS and Security, including health, availability, performance, dependencies and customer impact. Establish requirements for proactive detection, service dashboards and customer-facing reporting.

- Assurance architecture and platform design: Partner with technology, product and architecture teams to frame the assurance technology architecture and platform designs. Specify service-to-resource mapping, event correlation, ticketing, workflow, define operational acceptance criteria before launch.

- Service commitments and restoration standards: Define product- and customer-specific SLAs, service-level objectives, availability and performance measures, and MTTR targets. Align measurement methods, severity definitions, response and restoration commitments, and reporting with delivery capability and customer contracts.

- NOC response and customer recovery: Establish the operating interface with NOC, service desks, engineering, partners and product teams. Define customer-impact prioritization, major-incident coordination, escalation, restoration verification, root-cause analysis and closure of preventive actions.

- Infrastructure and product reliability: Drive a prioritised improvement backlog with network infrastructure and product owners covering resilience, capacity, redundancy, recovery readiness and recurring defects. Improve serviceability, uptime and product performance through measurable corrective actions.

- Process automation and outcome governance: Drive automation of detection, diagnosis, ticket creation, routing, communication, remediation and closure, with appropriate controls. Track SLA attainment, uptime, MTTR, repeat incidents, customer-impact duration, product performance and automation coverage; agree numerical targets after baselining.

Own:

Customer assurance processes, service-quality governance, operational requirements, customer-impact prioritization and the assurance improvement roadmap within approved policies and budgets.

Jointly agree:

SLAs and restoration targets with product, commercial and delivery teams; assurance architecture and platform designs with technology owners; operational readiness and automation controls with Network and engineering.

Recommend and escalate:

Infrastructure investments, platform enhancements, resilience priorities and systemic service risks. Escalate unresolved cross-functional issues through the Chief Customer Success Officer.

Role boundary:

Accountable for the end-to-end customer assurance framework and improvement outcomes. Infrastructure delivery, platform engineering and day-to-day NOC execution remain with their respective owners, governed through agreed responsibilities and service commitments.

Key Competencies / Skills Required:

- Has led service assurance or network operations function at scale - ideally for enterprise or carrier customers, with accountability for availability and restoration, not just for ticket throughput.

- Technical grounding in IP and transport networks: routing, MPLS, optical and last-mile technologies, and the fault patterns of each. Strong enough to lead escalations personally and to interview & assess technical talent.

- Customer Journey & Process Transformation: Ability to design enterprise service journeys, translate customer needs into operational processes.

- Assurance & Observability Platforms: Ability to define service-health visibility, customer-impact models and correlation requirements; contribute to integrated assurance architecture, platform design, operational acceptance.

- Reliability Engineering & Service Management: Ability to define SLAs and service-level objectives, availability and restoration measures; apply incident, problem, change and resilience disciplines to improve customer-facing service reliability.

- AI & Process Automation: Ability to identify and industrialise AI-assisted detection, diagnosis and workflow automation, including controlled closed-loop remediation, with measurable reductions in manual effort and restoration time.

Experience and Education:

Demonstrated leadership in enterprise customer assurance, service reliability or service operations across Telecom. Experience spanning connectivity and digital services, customer-journey transformation, major-incident governance, SLA management, observability and operational automation.

Proposed education criterion:

Degree in engineering, computer science, telecommunications or a related discipline, or equivalent relevant experience.