Service Assurance Lead, Managed Services & Transitions

Arch Global Services; Taguig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Job summary

AGSI seeks a seasoned Service Assurance Lead to govern service delivery quality across transition and steady-state operations in a regulated environment. You will monitor SLA/KPI adherence, drive risk controls, and provide executive-ready dashboards to stakeholders.

Key duties include governance, incident escalation, and continuous improvement to ensure stable, compliant service delivery for clients in a managed services setting.

Qualifications

• 7–10+ years of experience in service delivery governance, quality assurance, or service management.
• Experience in managed services or offshore delivery environments preferred.
• Strong knowledge of SLA/KPI frameworks, risk management, and compliance controls.
• Ability to influence across stakeholders and drive accountability.

Responsibilities

• Monitor and enforce adherence to SLAs and KPIs across transition and steady-state operations.
• Define and maintain quality metrics, reporting cadence, and data sources.
• Lead governance for risk, controls, and compliance, including evidence readiness.
• Coordinate escalations and post-incident reviews to drive durable improvements.
• Publish performance reporting packs for leadership and stakeholders.
• Support transition readiness and go-live governance with documented criteria.

Skills

SLA/KPI frameworks

Risk management

Compliance controls

Stakeholder influence

Data-driven decisions

Education

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

Tools

Power BI

Excel

Job description

AGSI seeks a seasoned Service Assurance Lead to govern service delivery quality across transition and steady-state operations in a regulated environment. You will monitor SLA/KPI adherence, drive risk controls, and provide executive-ready dashboards to stakeholders.

Key duties include governance, incident escalation, and continuous improvement to ensure stable, compliant service delivery for clients in a managed services setting.