Service Assurance Lead — Governance & Transition Mastery

Arch Global Services (Philippines) Inc.; Taguig; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

AGSI invites a Service Assurance Lead to join our Managed Service Delivery team in a midshift. You will own service quality governance, monitor SLA/KPI performance, and drive risk reduction across transitions and steady-state operations.

You will partner with security, compliance, and operations to maintain audit-ready controls, publish executive dashboards, and lead continuous improvement initiatives to enhance service stability.

Qualifications

• 7-10+ years of experience in service delivery governance or related roles.
• Experience in managed/shared/offshore services preferred.
• Strong knowledge of SLA/KPI frameworks, risk management, and compliance.
• Ability to influence stakeholders and drive accountability.

Responsibilities

• Monitor adherence to SLAs and KPIs across transitions and operations.
• Define quality control metrics and reporting framework.
• Identify performance trends and initiate corrective actions.
• Coordinate governance for risk, controls, and compliance.
• Publish performance reporting for leadership and governance forums.
• Lead transition readiness and production handover assessments.
• Support audit and control testing with evidence and remediation actions.
• Drive escalations for systemic issues and track CAPA closures.

Skills

Service governance

Quality assurance

Operations governance

Service management

ITIL

Education

Bachelor's degree in Business, IT, or related field

Tools

Power BI

Excel

Job description

AGSI invites a Service Assurance Lead to join our Managed Service Delivery team in a midshift. You will own service quality governance, monitor SLA/KPI performance, and drive risk reduction across transitions and steady-state operations.

You will partner with security, compliance, and operations to maintain audit-ready controls, publish executive dashboards, and lead continuous improvement initiatives to enhance service stability.