Service Assurance Manager

Job Title: Service Assurance & Support Coordinator

Location: Reading (Hybrid)

About the Role

We are looking for a proactive and technically capable Service Assurance & Support Coordinator to take ownership of in-life service performance across our subscriber base.

This role is focused on service assurance, fault coordination, incident management, and operational support, ensuring that customer services remain stable, issues are identified and resolved quickly, and service-impacting incidents are managed effectively from diagnosis through to resolution.

• Take ownership of in-life service assurance across broadband and connectivity services
• Manage and progress faults, incidents, and service-impacting issues through to resolution
• Act as the operational point of contact between internal teams, wholesale partners, network providers, and suppliers
• Monitor service performance and identify trends, recurring issues, and service degradation
• Coordinate troubleshooting, diagnostics, and escalation activity across multiple stakeholders
• Ensure faults are logged, progressed, and resolved within agreed service levels
• Provide clear and timely updates to internal stakeholders and customer-facing teams on service status, risks, and incident progress
• Support major incident management and help coordinate communications during service outages or high-priority events
• Investigate root causes of repeat issues and work with wider teams to drive corrective actions and service improvements
• Assist with early life support and operational handover from delivery into business-as-usual support
• Maintain accurate records across fault tickets, incident logs, and service updates
• Contribute to process improvement across assurance, escalation, and support workflows

What You’ll Need to Succeed

Essential Skills & Experience

• Strong experience in service assurance, technical support, fault management, or telecoms operations
• Advanced understanding of broadband and connectivity services including FTTP, Ethernet, Leased Line, and VoIP
• Strong troubleshooting and diagnostic skills across connectivity and network-related services
• Good understanding of incident management, fault progression, and service restoration processes
• Solid grounding in Layer 2 and Layer 3 networking concepts
• Experience managing suppliers, carriers, or wholesale partners in an operational environment
• Excellent organisational skills with the ability to manage multiple faults, incidents, and priorities at once
• Strong written and verbal communication skills, particularly around operational updates and incident handling
• Analytical mindset with the ability to identify trends, root causes, and improvement opportunities
• Ability to remain calm and effective under pressure in a fast-paced support environment

Desirable

• Experience in a telecommunications, ISP, connectivity, or wholesale broadband business
• Knowledge of OSS/BSS systems, ticketing tools, and service monitoring platforms
• Understanding of SLA management and service performance reporting
• ITIL, CCNA, or equivalent industry experience
• Experience supporting major incidents or working in a service operations / NOC-style environment