Service Assurance Manager (For independent contractors)

The Service Assurance Manager plays a pivotal role in driving the operational efficiency and cross-functional collaboration of the People Tech function. Reporting into the Delivery & Assurance team, this role is responsible for ensuring that tech operations are consistent, reliable, and transparent—moving away from "unpredictable black box" models to data-driven decision-making. You will oversee the day-to-day systems of governance, performance, and financial intelligence to ensure shared objectives are achieved while mitigating key risks and dependencies.

Key Responsibilities

1. Governance & Business Cadence Management

• Govern meeting cadence: Manage the People Tech Leadership Team (PTLT) meeting cadence and its integration with annual and quarterly planning cycles.

• Tech Governance Forum: Act as the central lead for the Monthly Tech Governance Forum, ensuring 100% adherence to governance processes for all projects.

• Annual Planning: Lead the annual planning process in collaboration with leadership to translate company strategy into function-level objectives, tangible operational plans, and success metrics.

• Single point of contact: Act as the primary lead for all yearly business planning activities and the execution of planned activities after budget submission.

2. Financial & Vendor Intelligence

• Budget Lifecycle: Oversee budget management practices, including Opex and Capex reconciliation and tracking the People Tech cost/budget tracker.

• Strategic Vendor Management: Transform contractual exercises into strategic partnerships focused on value, risk, and performance.

• Workforce Planning: Manage the FTE hiring pipeline and operational management for all external workers (MSP, OSP, and project-based).

3. Operational Excellence & Process Design

• Process Optimization: Design and execute thoughtful, simple processes to increase efficiency and productivity across People Tech.

• Operating Model Revamp: Leverage Jira migrations and standardized technical program management (TPM) standards to improve resource allocation and capacity.

• Corporate Cadence Adoption: Ensure effective adoption of Corporate cadence, such as Quarter Operational Reviews and Strategic Portfolio Management tracking.

4. Performance Monitoring & Reporting

• Scorecard Management: Actively manage success metrics and program performance via Monthly Tech Ops Scorecards and Service Performance Dashboards.

• Portfolio Visibility: Provide leadership with visibility into the tech portfolio roadmap, business case management, and value realization.

• Continuous Improvement: Build recommendations for leadership when reprioritizations are required to align with financial commitments or strategic objectives.

Guiding Principles for Success

The Service Assurance Manager should embody the core mindsets of the Delivery & Assurance team:

• Relentless Execution: Plan the work and work the plan to ensure reliable execution and predictable outcomes.

• Clarity & Accountability: Define clear ownership and decision boundaries to create certainty on the "what, who, and how much".

• Open Communication: Build trust through honest conversations and listen to understand.

• One Team Protagonist: Filter the world through lenses of ownership and customer-centricity to solve complex problems together.