Process Consultant - Implementation Quality & Governance

Process Consultant - Implementation Quality & Governance

Position Overview

We are seeking a detail-oriented and experienced Process Consultant based in India to oversee, monitor, and ensure the quality and success of our ITSM and Customer Support SaaS tool implementations. This role is critical in maintaining our high standards of delivery excellence, ensuring all projects adhere to established processes, meet quality benchmarks, and achieve customer satisfaction scores of 4.5+ out of 5. The successful candidate will simultaneously track and govern 75-90 smaller implementation projects (4-12 weeks duration) using advanced project management methodologies and tools.

Key Responsibilities

Process Governance & Quality Assurance

• Establish, maintain, and enforce standardized implementation processes for ITSM and Customer Support SaaS platforms (Intercom, Zendesk, Freshworks, Jira Service Management, etc.)
• Monitor project adherence to defined methodologies, quality gates, and delivery standards
• Conduct regular process audits and quality reviews across all active implementation projects
• Identify process gaps, deviations, and implement corrective measures to ensure compliance
• Create and maintain process documentation, templates, and best practice guidelines

Project Monitoring & Tracking

• Oversee and track 75-90 concurrent implementation projects ranging from 4-12 weeks in duration
• Monitor project milestones, deliverables, timelines, and budget adherence across all implementations
• Implement early warning systems to identify at-risk projects and escalate issues proactively
• Generate comprehensive dashboards and reports for stakeholders and leadership teams
• Ensure all projects maintain timeline commitments and quality standards

Customer Satisfaction Management

• Drive initiatives to achieve and maintain customer satisfaction scores of 4.5+ out of 5
• Monitor CSAT trends, identify improvement opportunities, and implement action plans
• Collaborate with project teams to address customer concerns and feedback promptly
• Establish customer feedback loops and satisfaction measurement mechanisms
• Conduct post-implementation reviews to capture lessons learned and improvement opportunities

Tool & Technology Management

• Implement and optimize project management tools (Rocketlane, Asana, Monday.com, Smartsheet, or similar) for portfolio tracking
• Create automated reporting and monitoring systems for real-time project visibility
• Maintain project management tool configurations, workflows, and integrations
• Train project teams on tool usage and best practices
• Evaluate and recommend new tools and technologies to improve process efficiency

Team Collaboration & Support

• Work closely with Project Managers, Product Consultants, Solution Architects, and implementation teams
• Provide guidance and support to ensure process compliance across all projects
• Conduct regular training sessions on process improvements and quality standards
• Facilitate cross-project knowledge sharing and best practice adoption
• Support escalation management and issue resolution across multiple projects

Reporting & Analytics

• Generate weekly, monthly, and quarterly reports on portfolio health and performance metrics
• Create executive dashboards showing project status, quality metrics, and CSAT trends
• Analyze project data to identify patterns, risks, and improvement opportunities
• Present findings and recommendations to leadership and stakeholders
• Maintain comprehensive project documentation and historical performance data

Required Qualifications

Experience & Background

• 5-8 years of experience in process consulting, project management, or quality assurance roles
• Minimum 3 years of experience with ITSM and Customer Support SaaS implementations
• Proven track record managing large portfolios of concurrent projects (50+ projects)
• Experience with Intercom, Atlassian, Zendesk, Freshworks, Jira Service Management, or similar platforms
• Strong background in process improvement methodologies (Six Sigma, Lean, ITIL preferred)

Technical Skills

• Expert proficiency in project management tools (Rocketlane, Asana, Monday.com, Smartsheet, MS Project)
• Advanced Excel/Google Sheets skills for data analysis and reporting
• Experience with business intelligence and dashboard tools (Tableau, Power BI, or similar)
• Knowledge of ITSM frameworks and best practices (ITIL Foundation certified preferred)
• Understanding of SaaS architecture, integrations, and implementation methodologies

Process & Quality Management

• Strong understanding of project governance frameworks and quality assurance principles
• Experience implementing and maintaining process documentation and standards
• Knowledge of customer satisfaction measurement and improvement methodologies
• Familiarity with audit procedures and compliance monitoring
• Experience with risk management and issue escalation processes

Soft Skills & Competencies

• Exceptional analytical and problem-solving abilities
• Strong attention to detail with ability to manage multiple priorities simultaneously
• Excellent communication skills for cross-functional team collaboration
• Proactive mindset with ability to identify and address issues before they escalate
• Strong organizational skills and ability to work in fast-paced environments

Preferred Qualifications

• Bachelor's degree in Engineering, Business Administration, or related field
• PMP, PRINCE2, or equivalent project management certification
• Six Sigma Green Belt or Black Belt certification
• ITIL Foundation or higher certification
• Experience with North American business environments
• Background in consulting or professional services organizations

Performance Metrics & KPIs

• Maintain 95%+ project on-time delivery rate across portfolio
• Achieve average CSAT scores of 4.5+ out of 5 across all implementations
• Ensure 98%+ process compliance across all monitored projects
• Generate accurate weekly portfolio status reports with 100% project coverage
• Reduce project escalations by 20% through proactive monitoring and intervention

Working Arrangements

• Location:

  India-based (remote work with occasional travel for team meetings)

• Hours:

  Overlap with North American business hours (EST/PST) for stakeholder communication

• Travel:

  Minimal domestic travel may be required for training or team meetings

• Team Structure:

  Reports to Delivery Lead with matrix reporting to the management

What We Offer

• Competitive salary aligned with Indian market standards
• Performance bonuses based on portfolio success metrics and CSAT achievements
• Comprehensive health and wellness benefits
• Professional development budget for certifications and training
• Opportunity to work with cutting-edge SaaS technologies and global clients
• Career advancement opportunities within growing professional services organization