Service Assurance Manager

Who We Are HeadSpin, a PartnerOne portfolio company, is a global digital experience intelligence and omnichannel testing platform dedicated to perfecting mobile, web, and OTT experiences. With real devices and real SIMs deployed across 60+ locations in 50+ countries , HeadSpin enables enterprises to test, monitor, and optimize their applications and networks under genuine user, device, and carrier conditions. Our platform supports the full spectrum of quality assurance needs, including functional testing, non-functional testing such as performance, load, and stress validation, network connectivity testing, platform and environment verification, benchmarking, hardware and battery testing, integrity and compliance checks, and robust security testing. Teams also benefit from specialized capabilities across API testing, UX testing, media/DRM validation, and cross-device integration workflows. Powered by advanced data analytics and AI/ML-driven insights, HeadSpin provides deep visibility into more than 130 user experience and performance KPIs, enabling rapid issue identification, faster release cycles, and consistently high-quality digital experiences. Trusted by global leaders in telecom, banking, retail, media, and gaming, HeadSpin helps organizations streamline development, eliminate manual QA bottlenecks, and deliver optimized digital experiences at scale. Role Overview The Service Assurance Manager (SAM) is responsible for ensuring the quality, performance, and reliability of services delivered to assigned customer accounts. This role acts as the primary operational and technical point of contact during US business hours, ensuring compliance with Service Level Agreements (SLAs), contracted KPIs, and high customer satisfaction. The SAM collaborates with internal teams and customer stakeholders to proactively manage service performance, resolve incidents, and mitigate risks impacting service delivery. Key Responsibilities Service Performance & SLA Management ● Ensure compliance with agreed SLAs, KPIs, and contractual deliverables ● Monitor service performance and drive corrective actions ● Prepare and present service performance reports (KPIs, SLAs, trends) Customer & Stakeholder Management ● Act as technical SPOC for customers during US time zone ● Support Customer Success Managers (CSMs) with operational insights ● Participate in customer meetings and provide service updates ● Ensure proactive and transparent communication Incident & Problem Management ● Monitor and follow up on incidents, service requests, and tickets ● Ensure timely resolution and SLA adherence ● Coordinate and escalate issues with internal teams Qualifications Education ● Bachelor’s or Master’s degree in Computer Science, Engineering, Telecommunications, or related field Experience ● 5+ years in Service Assurance / Service Delivery / Operations Skills & Competencies ● Knowledge of service assurance frameworks and monitoring tools ● Understanding of infrastructure (OS, patching, backups, VPNs, certificates) ● Familiarity with telecom standards and best practices ● Strong communication and presentation skills ● Analytical and problem-solving mindset ● Ability to work in a global environment Working Conditions ● Aligned to US business hours ● Collaboration with internal teams across multiple time zones Disclaimer: HeadSpin does not charge any fees at any stage of the recruitment or selection process. We will never ask candidates to pay money or share financial information in exchange for a job offer. If you receive any communication requesting payment on behalf of HeadSpin, please treat it as fraudulent and report it immediately to hr@headspin.io