IT Quality Manager

Role & responsibilities

• Lead QA teams and quality governance for Service Desk/EUC operations.
• Develop QMS, SOPs, audit frameworks, scorecards and dashboards.
• Manage BAU, compliance, ACPT and DSAT/CSAT audits.
• Monitor SLA/KPI, quality trends and operational performance.
• Drive RCA, CAPA, FMEA and continuous improvement initiatives.
• Conduct calibration, coaching and performance reviews.
• Support ServiceNow, ITSM workflows, UAT and automation.
• Drive Operations Readiness for new projects and transitions.
• Manage stakeholder/client reviews, escalations and governance.
• Support ISO 9001/27001 audit readiness and compliance.
• Drive Lean Six Sigma and process improvement initiatives.