Sign In
 [New User? Sign Up]
Mobile Version

Lead Analyst / Expert / Manager, IT Service Quality / IT Service

Gurgaon, HR
Job Code:
  • IT
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

To implement best practices methodologies, tools, and processes to support the service improvement program and its management in order to meet SITA s operational objectives. To lead analysis of major customer issues and recommend and implement product/service improvements in order to eliminate recurrent failures, improve customer satisfaction and service quality. KEY RESPONSIBILITIESWork with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies as appropriateManage the delivery of key improvement projects according to pre-defined and agreed project plans and achieve agreed targetsIdentify and promote opportunities to achieve continuous improvement in operational and process performancePromote quality improvement methodologies such as Lean and Six Sigma to SITA process owners and other stakeholders by means of workshops / training sessions / presentationsEnsure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysisLead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issuesPerform process compliance checks, as needed, with various process owners within SITA, agreeing on action plansPromote a Root Cause Analysis methodology and process across the organizationEnsure proper risk, change and quality management is performed at the program and project levels QualificationsEXPERIENCE3-5 years quality improvement /control role or customer service role with emphasis on quality improvement4 years of experience in IT industry with the implementation of processes as per recognized industry standardsExperience in setting up or applying industry standard quality frameworks such as CMMI, ISO, LEAN and Six Sigma is an assetKNOWLEDGE & SKILLSService Management ProcessesAnalytical and problem solving skillsCompetent in Microsoft OfficeFluent verbal and written communication skills in EnglishKnowledge of a wide range of ICT technologies and servicesPROFESSION COMPETENCIESOrganisational AwarenessInfo Gathering&ProcessingQuality OrientationCORE COMPETENCIESAdhering to Principles & ValuesCreating & InnovatingCustomer FocusResults OrientationTeamworkCommunicationImpact & InfluenceLeading ExecutionEDUCATION & QUALIFICATIONSUniversity degree or equivalentITIL Foundation Certificate (recommended)Six Sigma Certification - Black beltLEAN certificationFormal project management training an asset (eg PMP) CMMI Certification an assetISO Certification an asset
Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-9


Quality Assurance | Six Sigma | Total Quality Management
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News