IT Service Quality Engineer

Mandatory skills:

Who are we looking for?

We are seeking an IT Service Quality Engineer to join IT Service Quality Management Crew under IT Quality Assurance Department, to lead and drive IT Service Quality activities across the Organisation. This role is crucial in ensuring the highest standards of IT service delivery and driving continuous improvement initiatives to enhance service quality.

Required Skills:

• Good understanding of the ITIL framework and service management principles.
• Strong analytical and problem-solving skills with attention to detail.
• Effective communication skills.
• ITIL V4 certification is a plus
• Ability to understand root cause analysis from problem management and contribute to incident trend reviews.
• Ability to create and maintain documentation related to IT Service Quality.
• Proactive mindset with a focus on continuous improvement.
• Team-oriented with the ability to collaborate across functions.
• Good time management capabilities.

Roles & Responsibilities:

• Collaborate closely with IT Crews, cross-functional stakeholders, and IT service owners to ensure service quality and drive Continuous Service Improvement (CSI) initiatives to enhance IT service delivery.
• Develop, update, and manage Standard Operating Procedures (SOPs), work instructions, and documentation aligned with ITIL best practices to ensure consistency and process compliance.
• Effectively communicate IT service quality metrics, improvement plans, and best practices to stakeholders and cross-functional teams.
• Analyze and interpret ITSM data to create meaningful reports and visualizations that support informed decision-making and drive service quality improvements.
• Provide training and support on IT service quality best practices, and conduct ticket assessments, audits, and reviews to ensure compliance with quality standards.
• Prepare and present regular reports on audits, service reviews, service quality performance and ongoing improvement initiatives.