Job Description
General Responsibilities:
Quality Governance & Strategy
Define and implement the enterprise-wide quality management strategy, ensuring alignment with IT Operations objectives and organizational goals.
Establish and maintain quality governance frameworks, policies, and procedures that support compliance, performance, and continuous improvement.
Develop and maintain a Quality Management System (QMS) to ensure consistent standards across all service lines and technology operations.
Quality Oversight & Reporting
Oversee all quality assurance and control activities, ensuring adherence to service level agreements (SLAs), operational KPIs, and regulatory standards.
Provide regular executive-level reports on quality performance, audit outcomes, and improvement initiatives to the IT Operations Executive Director.
Monitor quality metrics and trends, identify systemic issues, and recommend corrective and preventive actions to leadership.
Compliance & Regulatory Management:
Ensure compliance with industry regulations, internal policies, and SLAs, maintaining records of all audits and quality assessments.
Lead efforts to ensure that quality standards align with relevant regulatory and legal requirements.
Coordinate with external auditors to validate compliance and quality standards, addressing any audit findings promptly.
Continuous Improvement:
Drive continuous improvement initiatives by identifying gaps in processes, services, and platforms, recommending enhancements that align with business goals.
Implement root cause analysis techniques to identify recurring quality issues and develop preventive strategies to enhance operational resilience.
Stakeholder Collaboration:
Work closely with internal and external stakeholders, including operations, security, and vendor teams, to ensure alignment on quality objectives and compliance.
Collaborate with the incident management team to ensure timely identification and resolution of any quality-related incidents.
Facilitate workshops and training sessions to promote a culture of quality and continuous improvement across the organization.
People Management:
Lead and mentor a team of quality specialists, fostering a culture of operational excellence and continuous professional development.
Ensure the development of team capabilities, managing talent to ensure high levels of performance and engagement.
Requirement
Requirements:
Education:
Bachelor's degree in Computer Science, Operations, or a related field.
Advanced certifications such as Six Sigma Black Belt, ITIL, or ISO 9001 are strongly preferred.
Skills & Competencies:
Strong leadership, analytical, and strategic thinking skills.
Excellent communication and stakeholder management capabilities.
Deep understanding of IT service management, compliance frameworks, and operational governance.
Ability to balance strategic oversight with hands-on execution in a dynamic environment.
Experience:
Minimum 12–15 years of progressive experience in quality assurance, governance, or compliance within IT operations or digital services.
Proven experience in establishing and managing enterprise-level quality frameworks and leading cross-functional improvement programs.
Experience in top consulting firms or globally recognized IT service companies (e.g., Big 4, Accenture, IBM, etc.) is highly preferred.
Demonstrated success in managing large-scale audit programs and quality reporting for executive management.
Benefits
Apply For This Job
