Job Description

AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

The Service Assurance Lead provides independent service assurance and governance for managed service delivery. The role is accountable for assuring service quality, compliance, and performance outcomes during transition and steady-state operations by driving SLA adherence, risk mitigation, and operational transparency to stakeholders and leadership.

Primary Objectives

• 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 (risk, controls, compliance) that protects service stability in a regulated environment.
• Improve service transparency through designing quality control metrics. Creation of standardized reporting, performance insights, and executive-ready dashboards.
• Drive continuous improvement during transition and ready state by identifying systemic gaps and enabling improvements through governed change.

Scope of Responsibility

• Transition assurance: validate transition plans, milestones, knowledge transfer completeness, and readiness prior to go-live.
• Steady-state assurance: monitor service health, performance trends, and ongoing compliance with service commitments.
• Governance and controls: maintain risk and control oversight, including evidence readiness and control attestation support.
• Escalation governance: manage breach governance and structured escalations for systemic or persistent service issues.
• Reporting and insights: publish service performance reporting to support decision-making and governance forums.

Key Responsibilities

Service Quality & Performance (SLA/KPI Assurance)

• Monitor and enforce adherence to SLAs, KPIs, and contractual commitments across transition and business-as-usual operations.
• Define and maintain Quality Control metrics and SLA/KPI measurement framework (definitions, data sources, thresholds, and reporting cadence).
• Identify performance trends and early risk indicators; initiate corrective actions before impacts become customer-facing.
• Validate alignment between agreed scope (service catalog / towers), delivery model expectations, and actual execution.
• Facilitate service review cadences (e.g., weekly operational reviews; monthly service reviews; quarterly service health reviews) and document outcomes.

Governance, Risk & Compliance

• Conduct risk assessments and maintain a service risk register with mitigations, owners, and target dates.
• Ensure compliance with internal policies, regulatory requirements, and client standards applicable to managed service delivery.
• Validate change readiness for material changes (process, tooling, controls, staffing, or location), including documentation, controls, and training completeness.
• Support audit and control testing readiness by organizing evidence, validating control execution, and tracking remediation actions.
• Partner with cross-functional stakeholders (e.g., security, compliance, risk) to resolve identified gaps without disrupting service stability.

Incident, Problem & Escalation Governance

• Own SLA breach governance including triage, root cause analysis (RCA), corrective and preventive action (CAPA) tracking, and closure validation.
• Drive structured escalations for recurring or systemic issues, ensuring timely decisions and accountability.
• Coordinate post-incident reviews and ensure learnings are translated into durable controls, process improvements, or automation.
• Track service recovery actions to completion and verify effectiveness through follow-up measurement.

Reporting & Insights

• Build and maintain performance dashboards and reporting packs for leadership and stakeholders.
• Translate operational performance data into actionable insights (service health, risks, compliance posture, and improvement opportunities).
• Standardize reporting definitions and logic to ensure consistent interpretation across onshore/offshore teams.
• Provide clear narratives for governance forums (what happened, impact, root cause, decision needed, and next actions).

Transition Assurance (Migration to Managed Service Operations)

• Validate transition plans and milestone completion (scope confirmation, KT completion, SOP readiness, tool access, and control implementation).
• Establish and enforce quality gates and readiness criteria prior to process migration or promotion to production.
• Perform operational readiness assessments and document risks, dependencies, and required actions prior to go-live.
• Confirm acceptance criteria are met for handoff into steady-state operations, including measurement baselines and reporting readiness.

Continuous Improvement Enablement

• Identify systemic gaps and improvement opportunities to enhance quality, efficiency, scalability, and resilience.
• Drive standardization and best practices across service delivery, ensuring changes follow governed change processes.
• Partner with Optimization/CI resources to prioritize initiatives based on performance impact and risk reduction.

Key Deliverables / Outputs

• Service health dashboard and recurring performance reporting pack (SLA/KPI, trends, risks, and actions).
• Transition readiness assessments and go-live recommendations, including documented quality gates and acceptance criteria results.
• SLA breach governance artifacts: RCA, CAPA plan, owner tracking, and closure evidence.
• Service risk register and compliance/control status reporting.
• Escalation logs and outcomes from governance forums.

Stakeholders & Interfaces

• GCC managed service delivery leadership and operations leads.
• Onshore business stakeholders and service owners.
• Risk, compliance, and security partners as applicable.
• Transition leads and continuous improvement / optimization partners.

Qualifications

• 7–10+ years of experience in service delivery governance, quality assurance, operations governance, or service management.
• Demonstrated experience in managed services, shared services, or offshore delivery environments (preferred).
• Strong knowledge of SLA/KPI frameworks, risk management, and compliance controls.
• Proven ability to influence across stakeholders, challenge constructively, and drive accountability.

Preferred Skills / Certifications

• ITIL (service management) certification or equivalent practical experience.
• Lean / Six Sigma or continuous improvement experience.
• Strong reporting and analytics capability (e.g., Power BI, Excel), including performance metric design.
• Experience supporting regulated environments (financial services, insurance, banking) and audit readiness.

Key Competencies

• Data-driven decision-making and analytical problem solving.
• Executive-level communication and concise reporting.
• Governance mindset: risk awareness, control discipline, and operational rigor.
• Ability to operate independently while partnering effectively across teams.
• Bias for action with structured follow-through and closure discipline.

Success Measures

• Improved SLA attainment and reduced recurring breaches through effective governance and CAPA closure.
• Consistent, audit-ready documentation and evidence for controls and compliance requirements.
• Higher predictability and transparency of service health for leadership and stakeholders.
• Effective transition readiness that reduces hypercare issues and accelerates steady-state stabilization.

Additional Information

Bachelor’s degree in Business, IT, or related field (or equivalent professional experience).