Job Description

Service Assurance Lead

·New Role! (Perth, Australia or Singapore)

·Support clients across APAC & EMEA

·Join a collaborative global expert team

Are you an IT operational leader with a passion for tackling critical incidents, championing service excellence, and making a real impact in the world of enterprise networks? Reivernet is excited to announce a new opportunity for a Service Assurance Lead to join our team, supporting clients across the Asia-Pacific and EMEA regions. This is a unique chance to step into a newly created and highly influential role!

Why Join Reivernet

For over 20 years, Reivernet has powered network solutions for 900+ hotels across 35+ countries, setting the bar for brand standards and operational excellence. In this collaborative, global environment, your work enables the guest experience and operational integrity of some of the world’s top hotel brands.

About the role

The Service Assurance Lead is responsible for the end-to-end ownership and leadership of critical, escalated, and major incidents across Reivernet’s hotel network managed services portfolio. This role acts as the primary operational authority during high-priority incidents, ensuring rapid service restoration, disciplined communications, credible root cause analysis, and proactive prevention of recurrence. They serve as the operational deputy to the Director of Operations, providing leadership continuity and safeguarding guest experience, operational integrity, and stakeholder trust across hotel network services.

What you'll do

• Take command as the operational authority for major or critical incidents, leading rapid service restoration, structured responses, and priority setting.
• Coordinate incident response across GNOC, Field Service, Engineering, and vendors with clarity and discipline.
• Deliver concise, executive-level communications during incidents, translating technical challenges into actionable business context.
• Conduct thorough root cause analysis and drive corrective action for recurring issues.
• Deputise for the Director of Operations, ensuring governance, process discipline, and continual improvement.
• Champion vendor and partner management, holding parties accountable for outcomes and improvements.
• Identify opportunities for process, standards, and systemic reliability uplift.

Essential Experience & Skills

• 5+ years in IT operations, network, or managed services, including major incident or problem management.
• Deep understanding of enterprise networks (LAN/WAN, Wi-Fi), hospitality technology, IPTV, and cloud platforms.
• Strong written and verbal communication; ability to convey complex concepts to executive stakeholders.
• Proven stakeholder management at C-suite or senior customer level.
• Calm, decisive, credible presence under pressure; confident operational leadership including acting as #2 to senior leaders.

Key Competencies

• High personal accountability, structured thinking, and customer centricity.
• Constructive challenge, risk and impact awareness, and a drive for cross-functional improvements.
• Proactive, collaborative, and eager to build trust—especially in high-stakes moments.

The ideal Service Assurance Lead is an accomplished operational leader with extensive experience in IT and network services, particularly in environments where handling critical or major incidents is routine and high-pressure, customer-facing situations are the norm. You bring a deep understanding of hotel technology and enterprise networking, having worked directly with complex, multisite, or hospitality-centric technology service portfolios. Adept at managing stakeholders across both technical and executive levels, you communicate clearly and confidently, building trust even in the most challenging incidents. You operate with discipline and structure, taking proactive ownership of outcomes and demonstrating comfort with escalating issues, making decisive judgments, and deputising at the most senior operational level when required. You thrive on accountability and are forward-thinking about both incident prevention and in-depth root cause analysis. They champion operational maturity and risk reduction, serving as a trusted advisor to executive leadership. Additionally, you are familiar with ITIL/ITSM, modern service management tools, and are committed to continuous improvement—always seeking opportunities to uplift operational standards and enhance systemic reliability.

We understand that not everyone may meet every aspect listed in our job postings. If you are passionate about this role and believe you have the skills and drive to succeed, we encourage you to apply. We value diverse experiences and perspectives, and we are committed to building an inclusive and supportive workplace. Your unique background and talents could be just what we need to grow and innovate together.

Please note that you must have valid and permanent working rights in Australia or Singapore to be considered. Applicants without appropriate working rights will not be considered.