Service Assurance Lead

The Service Assurance Lead provides governance, oversight, and assurance across the entire Workplace Desktop Apps (WDA) portfolio. Acting as the “right hand” to the WDA Lead, the role ensures that services delivered by vendors and internal teams are compliant, transparent, measurable, and continuously improving.

The role bridges Portfolio Owners, technical teams, and external service providers, maintaining alignment across all service management processes, performance expectations, and operational standards.

• Oversee vendor and internally delivered WDA services, ensuring consistency, compliance, and operational excellence.
• Drive adoption of core ITSM processes including change, incident, problem, knowledge, and service level management.
• Coordinate governance forums and ensure actions, decisions, and outcomes are effectively managed.

• Manage portfolio risks, issues, and compliance requirements across the WDA landscape.
• Ensure adherence to SLA/KPI commitments and relevant governance frameworks.
• Escalate risks proactively and provide leadership with timely visibility and recommendations.

Monitor vendor performance against SLAs, KPIs, contractual obligations, and service outcomes.

• Partner with vendors and stakeholders to implement corrective actions and continuous improvements.

• Deliver service assurance reporting, dashboards, and leadership insights to support informed decision-making.
• Act as a key liaison between the WDA Lead, Portfolio Owners, vendors, and technical teams.

• Identify and drive opportunities to improve processes, governance, tools, and collaboration.
• Work with CSI and operational teams to deliver measurable service enhancements.

• Support strategic planning, operating model development, organizational readiness, and stakeholder alignment.
• Provide trusted guidance and actionable insights to enable effective decision-making.

• Experience within large, complex, and global organizations, with a proven record of experience in financial management, application management, IT portfolio management and/or technology cost governance.
• Demonstrated expertise in project and/or program management, with certifications such as ITIL 4, Prince2, Prince, Agile, or similar global IT frameworks.
• Familiarity with vendor management, contract awareness, and SLA governance.
• Strong track record in cross-functional leadership, collaborating across Procurement, Legal, Finance, Business Units, and Portfolio Owners to align strategy and execution.
• Strong understanding of IT service management (ITSM) and IT governance.
• Ability to work cross‑functionally, translating between business, technical, and vendor viewpoints.
• Excellent communication and stakeholder engagement skills.
• Ability to work in a complex, global organization with multiple stakeholders.
• Build strong relationships across business, IT, finance, compliance, architecture, and vendor communities.
• Communicate governance, strategy, performance, and lifecycle decisions clearly and effectively.
• Manage stakeholder expectations, escalations, and conflict resolution activities.
• Influence leaders and teams to drive alignment, governance adoption, and successful change outcomes.
• Coordinate communications across internal and external service partners.
• Operates alongside Technical PM and Business PM roles within the Service Assurance Team (SAT).
• Supports Workplace Desktop Applications as a central governance, oversight, and service assurance function.

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