Service Assurance Partner

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.

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,