ABOUT US
At AtlasEdge, our purpose is simple: Enabling data to bring us together.
We provide the digital infrastructure that helps Europe's most connected organisations innovate, collaborate and grow.
AtlasEdge is a leading European data centre platform delivering large‐scale, high‐density, carrier‐neutral facilities for hyperscalers, network providers and enterprises. Formed in 2021 and backed by Liberty Global and DigitalBridge, we are building the next generation of scalable, strategically located data centre campuses across the continent.
Our mission is to become Europe's leading data centre provider by powering growth, delivering outstanding service and securing world‐class customers in the next wave of high‐potential markets.
Our modern sites across key European hubs enable customers to design, deploy and scale their infrastructure with confidence, performance and proximity — today and for the future.
Our culture is built on three values that shape how we work:
* Work Hard – We move quickly, take ownership and deliver in a fast‐growing industry.
* Be Kind – We support each other, collaborate openly and create an environment where people can challenge ideas constructively and grow.
* Have Fun – We celebrate success, enjoy what we do and build strong relationships — because great teams achieve great things when they feel connected.
AtlasEdge is scaling fast, powered by customer demand, backed by major investors and united by a culture that works hard, cares about people and enjoys the journey.
JOB PURPOSE
The Service Assurance Specialist – Service Operations is responsible for protecting service quality and SLA performance across AtlasEdge's Service Operations environment by providing live operational oversight of active tickets and workflows.
The role operates as an operational quality control function (not a retrospective audit), ensuring incidents, service requests, monitoring events and operational communications are executed in line with AtlasEdge procedures and contractual service commitments.
By identifying at-risk tickets early, driving timely escalation and improving ticket quality while work is in progress, the Service Assurance Specialist helps prevent SLA breaches, reduce operational risk and improve consistency across AtlasEdge's multi-site colocation portfolio
KEY RESPONSIBILITES
SLA Assurance & Performance
* Provide live SLA assurance by monitoring active tickets and identifying breach risk early
* Drive timely escalation and coordination with SOC operators, team leads and resolver groups
* Maintain service assurance dashboards and operational performance reporting (near-misses, breach causes, ticket quality trends)
Ticket Quality & Process Compliance
* Ensure ticket handling meets standards for categorisation, priority, updates, evidence and closure quality
* Validate adherence to Incident, Service Request and Monitoring/Event processes during execution
* Identify and intervene on at-risk tickets (missing updates, incorrect prioritisation, stalled actions, missing evidence)
Communication & Documentation
* Support consistent customer communications for incidents and planned activities – clear, accurate and timely
* Review and improve operational templates (updates, notifications, handover notes) to standardise quality
* Maintain operational logs and reporting for internal teams and suppliers
Continuous Improvement
* Identify recurring operational issues and recommend improvements to processes, templates and training
* Support Problem Management with trend data and evidence on repeat incidents, process failures or supplier delays
* Work with cross-functional teams (Engineering, DCMs, Security, Vendors) to remove operational blockers
* Support supplier performance reviews by providing service performance measurements and operational data
The Service Assurance specialist works within the Service Operations team and reports directly to the Service Operations Director. The key stakeholders this person will interact with are Site Operations Team, both Engineers, Data Centre managers, Security Team, internal and external suppliers, customers and delivery managers.
KNOWLEDGE & EXPERIENCE
PREFERRED EDUCATION/QUALIFICATIONS:
* Bachelor's degree in information technology, Information Systems, Business Information Systems, or a related discipline is preferred. Equivalent practical experience in service operations or data-centre environments will also be considered.
* ITIL Foundation or equivalent.
EXPERIENCE:
* Initial experience in Service Operations, NOC/SOC, Service Desk, Service Assurance or similar operational environments.
* Experience with ITSM platforms (e.g., CARMA, ServiceNow, Jira).
* Strong analytical skills and confidence producing operational reports and insights for leadership.
* Experience supporting collocation, data centre operations or critical infrastructure environments.
* Experience working with multi-site operational teams and external suppliers/vendors.
SKILLS & ABILITIES:
* Excellent written and spoken English is essential. German or Portuguese language skills are highly desirable.
* High attention to detail and ability to manage competing priorities in a fast-paced operational environment.
* Strong stakeholder management and ability to drive action across technical and non-technical teams.
* Strong understanding of SLA management and live operational control within ITIL-aligned processes (Incidents, Change management, Service Request).
AtlasEdge is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.