Service Improvement and Delivery Quality Associate

Responsibilities

Continual Service Improvement (CSI)

• Lead the identification, planning, and execution of improvement initiatives across IT services to optimize service performance.
• Regularly review service performance metrics (KPIs, SLAs, etc.), customer feedback, and incident data to identify improvement opportunities.
• Perform thorough root cause analysis on recurring incidents or issues and implement corrective actions to minimize future service disruptions.
• Identify gaps and inefficiencies in existing processes, suggesting and implementing best practices to enhance productivity and service quality.
• Develop and maintain a benchmarking process to compare service performance against industry standards and best practices.
• Promote the use of innovative technologies, automation, and tools to improve service delivery.

Delivery Quality Management

• Develop, implement, and maintain a robust quality assurance framework for IT services, ensuring they meet or exceed organizational quality standards.
• Conduct regular internal audits and quality checks on service processes, tools, and systems to ensure compliance with SLAs and continuous improvement.
• Collaborate with stakeholders to understand and enhance the customer experience, ensuring that delivery aligns with customer expectations and feedback.
• Facilitate regular service reviews with key business stakeholders and service teams, driving conversations around service performance, improvement areas, and innovations.
• Identify and manage risks related to service delivery, ensuring risk mitigation strategies are in place.

Leadership and Stakeholder Management

• Lead a team of service improvement professionals, providing guidance, mentorship, and performance management to ensure delivery excellence.
• Work closely with IT teams, business units, and external service providers to drive the continual improvement agenda and ensure alignment with business goals.
• Provide ITIL and service improvement training for IT staff, promoting a culture of continuous learning and improvement within the organization.

Reporting and Governance

• Create and distribute regular reports on the status of CSI initiatives, highlighting achievements, areas for improvement, and recommendations.
• Ensure compliance with ITIL best practices, corporate policies, and regulatory requirements within the scope of IT services.
• Ensure the service catalog is continuously updated to reflect current services, SLAs, and performance metrics.

Qualifications

• Bachelor s degree in Information Technology, Computer Science, Business Administration, or a related field.
• ITIL V3/V4 Foundation (required).
• ITIL CSI Intermediate (preferred).
• Six Sigma or Lean Certification (preferred)
• Minimum 6+ years of experience in IT Service Management, with a focus on CSI and service delivery.
• Proven experience in driving continual improvement initiatives in a large, complex organization.
• Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) is a plus.
• Strong understanding of ITIL processes, with the ability to implement and drive ITIL CSI across teams.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong leadership and interpersonal skills, with the ability to work effectively across different teams and stakeholders.
• Project management experience is an asset.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.