Manager Service Quality & Governance

Company Description

Progressive Infotech Pvt. Ltd. provides digital workplace transformation services and full-stack Infrastructure Services with over two decades of expertise. The company is positioned in the Gartner Magic Quadrant and helps enterprises future-proof their digital workplaces through the Workelevate DEX platform. With more than 1000 professionals and 100+ active clients, Progressive manages technology, talent, and tools to enhance end-user experience.

Job Summary:

We are seeking a highly motivated and experienced Manager - Governance and Quality to lead and enhance our governance framework and quality management system. The ideal candidate will possess a proven track record of establishing and optimizing processes that ensure service excellence, regulatory compliance, and continuous improvement. A deep understanding and practical implementation experience of ISO 9001 (Quality Management), ISO 20000-1 (IT Service Management), ISO 27001 (Information Security Management), and ISO 27701 (Privacy Information Management) are essential for this role and a proven ability to implement and maintain effective governance and quality frameworks within a Managed Services environment.

Responsibilities:

• Strategic Framework Development:

  Design, develop, and champion the overall Quality and Governance strategy aligned with business objectives and client requirements within the Managed Services portfolio.

• ISO Standard Implementation & Maintenance:

• Lead the successful implementation, certification, and ongoing maintenance of ISO 9001, ISO 20000-1, ISO 27001, and ISO 27701 standards across all relevant Managed Services operations.
• Conduct regular internal audits and facilitate external audits to ensure ongoing compliance and identify areas for improvement.
• Develop and manage the necessary documentation (policies, procedures, work instructions, records) to support ISO compliance.

• Governance Framework Management:

• Establish and maintain effective governance structures, including risk management, compliance monitoring, and performance reporting for Managed Services.
• Define and enforce clear roles, responsibilities, and accountability within the service delivery teams to ensure adherence to quality and governance standards.
• Develop and implement a robust risk management framework, including identification, assessment, mitigation, and monitoring of operational and compliance risks.

• Quality Assurance & Continuous Improvement:

• Develop and implement quality assurance programs, including service level monitoring, performance metrics, and client satisfaction surveys.
• Drive a culture of continuous improvement through the implementation of methodologies such as Lean, Six Sigma, or ITIL CSI, focusing on process optimization and efficiency gains.
• Analyze performance data, identify trends, and propose corrective and preventive actions to enhance service quality and operational effectiveness.

• Policy & Procedure Management:

  Create, review, and update operational policies, procedures, and guidelines to ensure alignment with industry best practices, regulatory requirements, and ISO standards.

• Stakeholder Engagement:

  Collaborate effectively with internal teams (Operations, IT, Legal, Sales, HR) and external stakeholders (clients, auditors) to ensure seamless integration and communication of quality and governance initiatives.

• Training & Awareness:

  Develop and deliver training programs to raise awareness and ensure adherence to quality, governance, and security policies among all relevant personnel.

• Reporting:

  Prepare and present regular reports on quality performance, governance effectiveness, audit findings, and compliance status to senior management.

Required Skills & Qualifications:

• Education:

  Bachelor’s degree in information technology, Computer Science, or a related field. Master's degree preferred.

• Experience:

• Minimum of 8-10 years of progressive experience in Quality Management, Governance, or Compliance roles, with a significant portion in a Managed Services or IT Service Management environment.
• Proven track record of successfully implementing and maintaining ISO 9001, ISO 20000-1, ISO 27001, and ISO 27701 certifications.
• Demonstrable experience in conducting internal and facilitating external audits for ISO standards.
• Strong experience in developing and implementing risk management frameworks.
• Experience with continuous improvement methodologies (e.g., Lean, Six Sigma, ITIL CSI).

• Certifications (Highly Desired):

• ISO 27001 Lead Auditor/Implementer
• ITIL V3/4 Foundation, Expert or Master
• COBIT 5/2019 Foundation
• PMP or Prince2 (desirable, but not mandatory)

Technical Skills:

• In-depth knowledge of quality management principles, IT service management best practices, information security management systems, and privacy information management systems.
• Familiarity with relevant regulatory frameworks and compliance requirements (e.g., GDPR, HIPAA, etc., depending on client base).
• Proficiency in using governance, risk, and compliance (GRC) tools and quality management software.

Soft Skills:

• Exceptional analytical and problem-solving abilities.
• Strong communication (written and verbal) and presentation skills.
• Excellent interpersonal skills with the ability to influence and collaborate effectively at all levels.
• Proven leadership and team management capabilities (if applicable to the role's scope).
• Highly organized with meticulous attention to detail.
• Ability to work independently and manage multiple priorities in a fast-paced environment.