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Areti Group | B CorpTM
Service Assurance ManagerAreti Group | B CorpTM • Reading, Berkshire, United Kingdom
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Service Assurance Manager

Service Assurance Manager

Areti Group | B CorpTM • Reading, Berkshire, United Kingdom
15 days ago
Job type
  • Full-time
Job description

Job Description



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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 xwwtmva 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



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Service Assurance Manager • Reading, Berkshire, United Kingdom

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