Lead the development and implementation of the ITIL framework as well as the selection and implementation of a new service management tool; work to establish and monitor service level agreements based on requirements and expectations, and resolve issues when service levels are not met.
Manages all aspects of end to end customer and broker servicing. Manages a team of account managers, client service associates and sales support associates to ensure high customer satisfaction and profitable persistency.
The Manager, Service Assurance will be responsible for development of Operations and Support frameworks across for the Carrier Operations Service Management organization to ensure best practices are shared and consistently followed across Managed Services and Support engagements.
Manages the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintains current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.