Transformation and Quality Manager

The Job Description Lead and manage transformation initiatives aimed at integrating operational activities with strategic objectives to enhance service delivery and efficiency. Develop and implement managed services frameworks based on ITIL best practices to improve service quality and operational performance. Define and monitor quality metrics to ensure services meet or exceed industry standards and customer expectations. Collaborate with cross-functional teams to identify areas for improvement, ensuring alignment between transformation goals and operational processes. Maintain a comprehensive understanding of ITIL practices and ensure their application in service management processes. Conduct solid data analysis and work with large data sets using tools such as Excel, Macros, and Power BI to support decision-making and identify improvement opportunities. Create and maintain detailed documentation, including operational runbooks, operating models, and engagement models, to support consistent and efficient service delivery. Monitor and report on performance metrics to identify trends and areas for enhancement. Foster a culture of excellence and innovation within the managed services team. Engage with customers to understand their requirements and ensure services are aligned with their needs. Facilitate training and development programs to enhance team capabilities in quality management and transformation. Requirements : Bachelor’s degree in Information Technology, Business Management, or a related field. Minimum of 12+ years of experience in IT service management, quality management, or transformation roles within IT Infrastructure; managed services experience is a plus. Certifications such as ITIL, Six Sigma, or PMP. Proven experience in implementing ITIL processes and frameworks. Proven experience in defining quality metrics and driving operational transformation initiatives. Personal Qualities : Strong leadership and project management skills. Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams. Analytical mindset with a focus on problem-solving and strategic thinking. Adaptability and a proactive approach to managing change and transformation. Exceptional documentation skills to build and document operational runbooks, operating models, and engagement models.

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