IT E2E Service Assurance Manager - IT Operations

At Odido, we're looking for an IT E2E Service Assurance Manager who thrives at the intersection of technology, telecom, and business-ensuring 24/7 performance and resilience of our critical systems, so millions of customers can stay connected without ever noticing what's happening behind the scenes.This is what you will do

At Odido, we're on a mission to become the most customer-driven telco in the Netherlands-and the end-to-end performance of our IT systems is mission-critical to delivering on that promise.

As IT E2E Service Assurance Manager, you ensure the continuity, quality, and resilience of our IT applications and infrastructure. Imagine this: a high-traffic event is happening-thousands of customers are streaming, making calls, and using data-intensive applications simultaneously. Behind the scenes, your work ensures everything stays rock solid. You've automated key operational processes, implemented predictive monitoring, and built self-healing systems that prevent issues before they impact customers.

It's 3 AM. An anomaly is detected in system performance. Thanks to your smart automation, traffic is rerouted seamlessly, and customers never even notice. The next day, your team dives deep into the root cause-transforming insights into long-term improvements and even stronger service resilience.

You operate across domains-bridging network, IT, and business. Whether it's working with infrastructure teams, vendors, or business stakeholders, you connect the technical with the strategic. You define KPIs, ensure service levels are met, and act as the guardian of performance across the full digital value chain-from backend infrastructure to the customer experience.

And let's be clear: telecom experience isn't just helpful here-it's essential. Without a proven track record in a telecom IT landscape, you won't be able to navigate the complexity, pace, and mission-critical nature of this role. We need someone who understands the stakes, the pressure points, and how to deliver when it matters most.

Every day is different. You'll collaborate across departments, drive meaningful change, and help us raise the bar-delivering performance our customers can rely on, today and tomorrow.

Your core responsibilities are:

End-to-End Service Monitoring & Assurance:

• Oversee real-time monitoring of IT and network services across RAN, Core, Transport, BSS/OSS.
• Ensure service health dashboards provide actionable insights to IT and business stakeholders.

Incident & Problem Management:

• Lead major incident management with cross-functional coordination.
• Drive Root Cause Analysis (RCA) and implement corrective/preventive actions.

Business KPI Management:

• Define, monitor, and report on business-critical KPIs (e.g., churn impact, service uptime, NPS, ARPU-related metrics).
• Align technical performance with business outcomes and customer experience goals.
• Provide business impact assessments for service incidents and degradations.

• Collaborate with Marketing, Product, and Customer Experience teams to ensure service KPIs support go-to-market strategies and customer SLAs.

Service Performance & Analytics:

• Analyze service quality trends and customer-impacting issues.
• Translate service health metrics into business-level reports and executive dashboards.

Stakeholder Engagement:

• Serve as a key liaison between IT, Network, Commercial, and COO teams.
• Present service assurance insights and KPI reports to executive management.

Process Improvement & Automation:

• Implement ITIL-aligned service management processes.
• Champion automation and AI/ML solutions for proactive monitoring and predictive assurance.

Governance & Compliance:

• Ensure adherence to regulatory and contractual service obligations.
• Support audits, SLA reviews, and governance boards with end-to-end service data.

• On-Call Rotation: Participate in on-call schedules, ensuring 24/7 coverage for mission-critical systems.
• Engineering Best Practices: Advocate for DevOps and SRE principles, mentoring junior engineers on automation and operational excellence.
• Every day is different. You'll collaborate across teams, communicate clearly, and help us create solutions that make things better for our customers across fixed and Mobile footprint.

Together we are

We are Odido, the new provider of mobile, fiber optic and TV. And with almost 2,000 colleagues, we show that telecom can be improved. Because technology is for everyone. Wherever you come from, wherever you go. With Odido everyone participates in the digital world. That is our ambition. Everyone at Odido helps to build a brand that is human, optimistic and progressive.  

Is that really something for you? Then we might fit well together. 

This is what we stand for

Our name - you can also read it from back to front - consists of different shapes. Which together are one. Because that's how we look at the world around us. As a place where people, no matter how different, move forward together. We're there for each other. We always look at opportunities. We celebrate diversity and are committed to an inclusive work environment with equal opportunities for all. That sounds good of course. But we don't stop at fine words: at Odido we are a recognized Top Employer. A confirmation that we are proud of. 

What we offer.

• Good salary and variable bonus scheme;
• Hybrid working;
• A progressive pension scheme;
• 30 vacation days (if you work for us full-time) and an extra day off after Ascension Day;
• Redeemable holidays;
• An Odido subscription;
• Real growth opportunities;
• Personal annual learning budget and over 200 digital training and courses;
• Workshops, learning weeks, annual ski trip, fun outings and parties.

You bring this

Some things you cannot learn in a book or at university-you possess them by nature.

Your core personality is empathic, decisive, humorous, people-focused, authentic, and honest. You know the difference between managing and coaching, and understand when to apply which. You embrace challenges and are eager to grow. These are traits we are looking for not only in leadership roles, but in every member at every level of Odido!

We are specifically looking for someone who brings:

• A completed HBO or Bachelor's degree in IT, or equivalent experience.
• 8+ years of experience in service assurance or IT operations within a telecom environment.
• A background in IT, Telecom, Computer Science, or a related field (Bachelor's/Master's level).
• A solid understanding of telecom services, IT ecosystems, and the KPIs that truly impact customer experience.
• Strong proficiency with service monitoring tools such as Netcool, Zabbix, Dynatrace, Splunk, or SolarWinds.
• Proven experience managing both technical SLAs and business-facing KPIs across cross-functional teams.
• Deep knowledge of ITIL (v3/v4) frameworks-certification is preferred.
• Exposure to AIOps, automation strategies, and digital operations platforms.
• Excellent communication and stakeholder reporting skills, especially at senior and executive levels.
• A natural ability to translate technical performance into meaningful business insights.

Preferred certifications (nice to have):

• ITIL Foundation/Intermediate/Expert
• TM Forum Frameworx (eTOM/SID/TAM)
• PMP / PRINCE2 (Project Management)
• Cloud certifications (AWS, Azure, GCP)
• Data/Analytics certifications (bonus, but beneficial)

Learn every day

At Odido we learn every day. All of us. You are responsible for your own development. That is why you decide how, what and when you learn. We have more than 200 digital training courses with which you can work on professional and personal goals. We don't do old-fashioned performance reviews and assessments. You keep your manager and colleagues informed of your goals and progress. You are in control. 

Press on the button

Are you as excited about Odido as we are? Then we are probably a good match. We are looking forward to meet you! You can apply via the application button. Done in a minute!