Global Service Assurance Lead

Arcadis; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Arcadis is seeking a Service Assurance Partner to drive key controls across Global Service Operations. The role focuses on incident coordination, change enablement, risk management and continuous improvement to ensure high-quality, resilient service delivery across global tech environments.

The successful candidate will own processes, manage major incidents, analyze trends, influence stakeholders, and lead cross-functional teams in a 24/7 global operations setting.

Qualifications

• Minimum of five years’ experience in service assurance or related operational role within a global organisation and complex tech environment.
• Ability to interpret operational and performance data, identify trends, maintain audit trails and produce reports.
• Confident, diplomatic communication to influence cross-functional teams and stakeholders.
• Demonstrated leadership and collaboration across multidisciplinary teams.
• Experience developing and improving processes to mitigate risk and support service resilience.

Responsibilities

• Own assigned process governance and develop policies aligning with industry practice.
• Coordinate major incidents during shift/on-call coverage and drive to resolution.
• Manage high-priority problems; document root causes and preventive actions.
• Validate changes for scheduling conflicts; manage risk and ensure quality.
• Undertake training and knowledge sharing to maintain skills and service quality.
• Provide SME for assigned processes; train new staff and support improvements.
• Support operational activities and initiatives across Global Service Operations.

Skills

Incident management

Problem management

Change enablement

Stakeholder management

Leadership

Analytics

Operational risk

Tools

ITIL

Job description

Arcadis is seeking a Service Assurance Partner to drive key controls across Global Service Operations. The role focuses on incident coordination, change enablement, risk management and continuous improvement to ensure high-quality, resilient service delivery across global tech environments.

The successful candidate will own processes, manage major incidents, analyze trends, influence stakeholders, and lead cross-functional teams in a 24/7 global operations setting.