Service Assurance Lead

Responsibilities

• Assure contractual service performance by monitoring outcome-based SLAs/KPIs and measuring timely remediation of issues
• Establish and operate quality gates and readiness criteria for transitions, go-lives, and material changes
• Provide a consistent governance layer including risk, controls, and compliance to protect service stability
• Design quality control metrics and standardized reporting, performance insights, and executive-ready dashboards
• Drive continuous improvement by identifying systemic gaps and enabling improvements through governed change
• Manage SLA breach governance including triage, root cause analysis (RCA), and corrective action tracking
• Validate transition plans, milestones, and knowledge transfer completeness prior to go-live

Requirements

• 7–10+ years of experience in service delivery governance, quality assurance, or service management
• Strong knowledge of SLA/KPI frameworks, risk management, and compliance controls
• Bachelor’s degree in Business, IT, or a related field
• Proven ability to influence stakeholders and drive accountability

Preferred Qualifications

• Experience in managed services, shared services, or offshore delivery environments
• ITIL certification or equivalent practical experience
• Lean / Six Sigma or continuous improvement experience
• Strong reporting and analytics capability using tools like Power BI or Excel
• Experience supporting regulated environments such as financial services or insurance

About the Company

AGSI is committed to supporting the goals of Arch divisions through exceptional service delivery, focusing on flexibility, responsiveness, and sound project management.