Service Assurance Lead

Service Assurance Lead Location: Perth, Australia or Singapore. Supporting clients across APAC & EMEA. Reivernet, a leading provider of network solutions for the hospitality industry, is seeking an experienced Service Assurance Lead to manage critical incidents across its managed services portfolio. 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 G‑NOC, 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. Pay range 135,000 – 155,000 SGD per year (Singapore) 145,000 – 160,000 AUD per year (Perth, Australia) Applicants must have permanent working rights in Australia or Singapore. Applications from candidates without appropriate working rights will not be considered. #J-18808-Ljbffr