Ops Quality Lead - Senior Manager - UAE

Job Description

DescriptionAt PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. Were a network of firms in 158 countries with more than 236,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services. Established in the region for 40 years, PwC Middle East employs over 4,200 people across 12 countries. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market and beyond. & SummaryOperations Quality is a relatively new function which is responsible for the definition, measurement and monitoring of quality standards across the tech operation and our internal business-facing IT services. It also has responsibility for delivery and data quality processes; Change, Release and Configuration Management, ensuring that they are fit for purpose, flexible and driving the maximum benefit for ourteams and the firm.The Ops Quality Manager will oversee the function, set the direction and roadmap, ensuring all plans are in alignment with the overarching Technology Services strategy. They will drive a cycle of continuous improvement through effective governance and reporting, and where quality is compromised, seek the most effective ways to redress.The Ops Quality Manager will have ownership of the following;

• Definition of the Ops Quality Strategy & Roadmap
• Ops Quality Operating Model and Life Cycle
• Agreeing & setting of Quality standards, metrics and KPIs
• Quality reporting; design, evolution, accuracy, presentation, communication
• Ensuring that Governance structures are appropriate and tailored to ME working practices
• ITIL V3 Foundation or Higher
• University Degree educated or equivalent
• Relevant Project, Release or Change Qualification
• Fluency in spoken and written English
• 10+ years of relevant experience in a similar role.
• Holding Tech Leads & Process Owners to account for the delivery of Quality products and services, and the reduction of risk wherever possible
• Ensuring Stakeholders are bought-in to the processes, strategy and plans
• Ensuring compliance with Global process & policy
• IT Change & Release Management; ensuring the seamless implementation of changes and system releases through strong release planning, change coordination, system and user acceptance testing, and deployment best practice
• IT Configuration Management
• Quality oversight across the following processes;
• Incident Management
• Problem Management
• APM
• Risk Management
• Audit and Compliance findings for Technology Services
• DR and BCP processes for Technology Services

Knowledge, skills, and abilities:

• Demonstrates a comprehensive knowledge of Change & Release Management, with practical experience of developing, documenting and implementing processes and procedures 
• Experience working with a variety of governance frameworks and enhancing these to fit to organisational culture with emphasis on proven ability to mentor/coach individuals as part of overall organisational development process 
• Technical background in Information Technology management is desirable, with strong process knowledge of systems development lifecycles, programme and project management
• IT development processes and delivery lifecycles, including all aspects of technical and business testing
• Proven experience managing stakeholders and leading small to medium sized teams to deliver to common goals
• Practical experience of Service Now ITSM modules, reporting and dashboards

Travel RequirementsNot SpecifiedAvailable for Work Visa Sponsorship?YesGovernment Clearance Required?NoFor further information, and to apply, please visit our website via the Apply button below.

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