Vista previa de la oferta
IT Service Quality Manager
Technology / Software Development
The candidate will be part of the Global Command Center (GCC) Control Room team, within the GOSP Infrastructure Operations division, with ownership of:
- Defining, monitoring, and optimizing IT Service Management processes.
- Developing and deploying related training and communication plans.
- Identifying, launching, and coordinating quality improvement initiatives, including AIOps.
- Managing GCC communication and reporting towards GOSP C-Level leadership.
- Preparing effective executive presentations and reports.
Main Responsibilities:
Process Analysis, Design & Reporting
- Analyze, define, document, and deploy process rules, procedures, and KPIs for IT Service Management processes.
- Design and implement reports and dashboards, including KPI tracking, volume analysis, and trend reporting.
- Prepare presentations and reporting materials for GOSP leadership.
Continuous Improvement
- Analyze operational data and KPI trends to identify improvement opportunities.
- Define corrective actions and identify potential AIOps requirements.
- Develop business cases and initiate improvement projects where needed.
- Coordinate improvement plans with stakeholders and provide regular status reporting.
- Escalate issues and risks to the appropriate leadership levels when required.
Communication Management
- Define and maintain the GCC communication plan.
- Coordinate department updates impacting internal and external stakeholders.
- Deliver training and awareness sessions related to process improvements and operational initiatives.
Ideal Candidate
- Proactive, autonomous, and results-oriented approach.
- Extensive experience in IT Operations Service Management.
- Strong knowledge of IT Service Management practices, especially as an Incident Coordinator and Problem Owner.
- Experience in Major Incident Coordination and/or Crisis Management.
- Technical background in IT Operations and/or Software Development.
- Strong analytical mindset with a focus on fact-based improvements.
- Experience defining KPIs, reports, dashboards, and performance monitoring frameworks.
- Proven project management experience.
Required Skills:
- Fluent English (minimum B2 level).
- Excellent communication and presentation skills.
- Expert knowledge of IT Service Management and Project Management.
- Strong experience with Power BI and executive-level PowerPoint reporting.
- Experience in Incident and Major Incident Coordination.
- Proficiency in data reporting, analysis tools, and collaboration platforms.
- Very good understanding of IT systems, infrastructure, and network operations.
- Ability to work effectively in a remote, international environment across Europe.
- Availability to participate in an on-call rotation.