Arcadis is the worlds leading company delivering sustainable design engineering and consultancy solutions for natural and built assetsWe are more than 34000 people in over 30 countries dedicated toimproving quality of life Everyone has an important role to play With the power of many curious minds together we can solve the worlds most complex challenges and deliver more impact together Role description Arcadis is looking to hire a Service Assurance Partner to facilitate the delivery of key controls across services managed by Global Service Operations The role forms part of a global shiftbased support model and is accountable for achieving key performance indicators and maintaining effective controls Key responsibilities include coordinating critical incidents through to resolution enabling change at pace while managing risk and impact and identifying and preventing recurring disruption across complex technology environmentsYou are a customerfocused service assurance professional with strong technical judgment and analytical skills You take ownership of complex issues use service data and technical evidence to identify risks drive continuous improvement and communicate clearly across global teams to support resilient highquality service delivery Role accountabilities Service Governance Own assigned process and develop policies and operating procedures that align with current industry practice and support innovation Balance effective control with the need to deliver business value and enable technology change at pace Ensure key controls are proportionate effective and designed to mitigate risk Major Incident Management Coordinate major incidents during the assigned shift planned oncall coverage and drive them through to resolution within agreed targets Ensure timely stakeholder communication accurate incident reporting and appropriate rootcause followup Problem Management Manage the highestpriority problems and provide clear updates on status blockers and risks Detect and analyse recurring incidents ensure workarounds and root causes are documented and drive problems to full resolution to prevent further disruption Change Enablement Validate proposed changes for scheduling conflicts assess and mitigate risks and confirm compliance with quality requirements Balance the pace of change with effective risk and impact management Engage and manage stakeholders throughout the change lifecycle provide clear and timely communications and provide appropriate training Prepare and chair CAB meetings steering discussions and decisions to ensure changes are appropriately assessed prioritised authorised and scheduled Continuous Learning and Improvement Undertake training certifications knowledgesharing and development activities to maintain the technical and service management skills required for the role Apply new skills in daily work to improve service quality and team performance Subject Matter ExpertiseProvide subject matter expertise for assigned processes services or technical areas Deliver training for new processes and new starters support implementation and monitoring of improvement initiatives and perform delegated team lead responsibilities when required Operational Support and Ad Hoc Responsibilities Support assigned operational activities team initiatives service improvement actions and business priorities as required by Arcadis Complete assigned tasks on time and contribute to initiatives that strengthen Global Service Operations Qualifications Experience A minimum of five years experience in service assurance service management or a related operational role within a global organisation and complex technology environment with a track record of service improvement and problem reduction Analytical Skills Ability to interpret operational and performance data identify trends maintain audit trails assess risk and produce clear service assurance and compliance reports Stakeholder Management Confident diplomatic communication skills with the ability to influence negotiate and guide crossfunctional technical teams business stakeholders senior leaders and external service providers Demonstrable leadership and collaboration capability with the ability to bring multidisciplinary teams together around a common purpose and positive business outcomes Experience of developing managing and improving processes mitigating risk maintaining control quality and supporting service resilience in a fastpaced digital organisation Previous experience of working in a global operations or shared services centre with the flexibility to work rotating 247 schedules including weekends and public holidaysThe ideal candidate will demonstrate Strong ownership and accountability with the ability to manage complex problems independently drive issues to resolution and maintain highquality outcomes with minimal supervision A mature customer service mindset balancing empathy urgency and technical judgment when supporting users managing expectations
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