Service Assurance Partner
Arcadis · Brazil
Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.
We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s 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, shift-based 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 environments.
You are a customer-focused 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, high-quality 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 on-call coverage and drive them through to resolution within agreed targets. Ensure timely stakeholder communication, accurate incident reporting and appropriate root-cause follow-up.
- Problem Management: Manage the highest-priority 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, knowledge-sharing 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 Expertise: Provide 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 cross-functional 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 fast-paced digital organisation.
- Previous experience of working in a global operations or shared services centre, with the flexibility to work rotating 24/7 schedules, including weekends and public holidays.
The ideal candidate will demonstrate:
- Strong ownership and accountability, with the ability to manage complex problems independently, drive issues to resolution and maintain high-quality outcomes with minimal supervision.
- A mature customer service mindset, balancing empathy, urgency, and technical judgment when supporting users, managing expectations, and handling escalated or complex issues.
- Technical curiosity and adaptability, with the ability to quickly understand evolving technologies, support models, tools, and service features, and translate learning into improved team practices.
- Sound operational judgement in a global support environment, with the ability to prioritise workload, identify risks, escalate appropriately and support consistent service delivery across shifts and regions.
- Clear, confident, and professional communication skills, with the ability to engage effectively with customers, peers, senior support teams, and global stakeholders.
- A collaborative mindset, contributing to team capability through knowledge sharing, coaching, process discipline, and continuous improvement.
Preferred Qualifications:
- Demonstrated experience working effectively with multinational and multicultural stakeholders in a global support environment.
- Working knowledge of automation opportunities within ITSM tools and related service management platforms, with the ability to support process efficiency and service improvement initiatives.
- Experience coaching colleagues, supporting knowledge governance, or contributing to team capability-building activities.
- Experience contributing to service improvement initiatives or operational readiness activities in a global support environment.
- CompTIA A+ or ITF+ certification, or equivalent foundational technical certification.
- ITSM and ITIL: Strong working knowledge of IT service management frameworks and recognised best practices, including incident, problem, change enablement, service transition, and continual improvement.
Why Arcadis?
We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.
You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.
Together, we can create a lasting legacy.
Join Arcadis. Create a Legacy.
Our Commitment to Equality, Diversity, Inclusion & Belonging
We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.