Program and Quality Manager

Job Description

Job Function1.Leadership, motivation, management, and development of the quality team to ensure all staff is adequately skilled & capable of performing their functions.2.Responsible for identifying and delivering CSI activities to improve delivery against Service Level Agreements3.Acting as the incident manager, primary point of focus & driver of escalation & communications during periods of crisis4.Ensuring compliance with ITIL processes and company accreditations5.Author & owner of all customer-facing incident reports6.Production of KPI data & management information as required7.Work closely with other departments/countries to enhance service provision, handling escalated situations and fostering positive and productive relationships throughout8.Ensuring that all customer-facing communications are both timely and of the highest quality.9.Management of the Change Process10. Driving Customer Satisfaction with robust complaint handling & service improvement activities.11. Work with the Senior Manager Quality and Compliance to ensure ongoing compliance with SOC2, ISO 27001, and 22301 standards12. Manage the Customer complaints process and manage all customer complaints through to resolution or escalation13. Responsible for all training & development content14. Ensuring all processes, and activity level instructions are well documented and understood15. Focus on increasing the efficiency and maximizing the effectiveness of IT service management (ITSM) processes by ensuring that improvement opportunities are identified throughout the entire service life-cycle16. Establish and develop KPIs for end-to-end processes across technology operations, to enable the evaluation of the process standardization and performance efficiency17. Ensure the implementation and adherence to the standardized technology-based processes by conducting regular audits, reporting violations and recommending amendments, driving projects to a culture of continual improvement18. Review regularly processes, tools, documentation, and all process-related activities, ensuring the standardization of common tools and processes, proposing changes and developments to serve the Operation Excellence objectives19. Design and development and implementation of the Continual Service Improvement program? Gathering of baseline data so it can be assessed against captured data for improvement20. Ensures monitoring requirements are defined and carried out, and tools are in place to gather data21. Define, design, transition, and continually improve the IT Service Management life-cycle, including processes, roles, metrics, Key Performance Indicators (KPIs), tools22. Ensure the documentation and communication of the processes, policies, and procedures? Ensure effectiveness of Concerned Processes from operation and control aspects23. Monitor and Measures Operational Processes Performance24. Ensure Awareness, Compliance, and Adherence to Concerned Processes by all the teams25. Verify conformance to ISO QMS 9001 requirements26. Development of process documents, workflows, and swim-lane flowcharts27. Focuses on meeting customer expectations, through the continuous improvement of the operational processes and use of the methodology of SMART KPIs28. Operational Processes Standardization, Simplification & Automation29. Developing and Implementing Process Improvement Plan30. Periodically Audit ITSM Process to ensure compliance with policy & standard31. Ensure awareness of the ITSM process32. Address issues with the running process33. Develop, Establish, Implement, Monitor, Measure & Improve ITSM processes.34. Responsible for continuously improving and optimizing processes, OLAs, SLAs, and Operation Runbook.35. Responsible for driving the implement the Operational Risk Management Analysis (ORMA)

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