Service Quality Manager
2 tygodni temu
Krakow-based opportunity with the possibility to work 80% remotely
As a Service Quality Manager, you will be working for our client in the financial sector, overseeing the integration of IT Service Management practices within DevOps teams. Success in this role is marked by achieving 100% service availability and preventing repeat incidents.
Your main responsibilities:- Engaging stakeholders to maintain visibility on service metrics and risk appetite
- Leading the Service Quality Management function within Connect
- Overseeing controls to ensure compliance with the Client's policies and standards
- Ensuring an effective engagement process adds value to stakeholders
- Coordinating with Service Management Practice Process Leads
- Collaborating across DevOps teams to improve Service Management Processes
- Providing guidance to balance speed to market with operability
- Driving incident response, root cause analysis, and remediation to improve overall service health
- Ensuring compliance with Client's Service Management and Infrastructure Build policies and standards
- Collaborating with DevOps teams to balance speed to market with operability, stability, and availability
- Maintaining platform stability and minimizing defects in development
- Ensuring all Post Incident Reviews (PIRs) are documented and completed promptly
- Demonstrable experience in IT Service Management or related fields
- Experience in IT architecture and agile methodologies
- Strong interpersonal and communication skills
- Ability to think creatively and drive innovative solutions
- ITIL Foundation certification is desirable
- Knowledge of COBIT, IT4IT, or ISO20k
- Experience with automation and tooling within IT environments
- Operational Effectiveness & Control: Ensure that minimum operating standards, data and process standards are followed. Examples include evergreening, Service Continuity Testing
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