JOB DESCRIPTION
Summary Introduction:
The Digital Quality Management Consultant is responsible for defining, implementing, and maintaining quality management frameworks across digital and IT services. The role ensures compliance with international standards (ISO, ITIL, COBIT), enhances service performance, and drives continuous improvement initiatives to support the organization's digital excellence and operational integrity.
Key Responsibilities:
- Define and implement IT quality management frameworks aligned with ITIL, COBIT, and ISO standards.
- Develop and maintain digital quality strategies, policies, and KPIs.
- Ensure compliance with ISO 9001 (Quality Management), ISO/IEC 27001 (Information Security), and ISO/IEC 20000 (IT Service Management).
- Oversee conformance to internal controls and external audit requirements.
- Evaluate ITIL processes (e.g., change, incident, problem management) from a quality assurance perspective.
- Monitor and enforce adherence to digital project lifecycle quality checkpoints.
- Track and report quality metrics for IT services, applications, and vendor performance.
- Analyze performance data to identify trends, risks, and areas for improvement.
- Lead and support IT process improvement initiatives using methodologies like Lean, Six Sigma, and Kaizen.
- Facilitate root cause analyses and develop corrective and preventive action plans.
- Conduct quality awareness sessions and training programs for IT staff.
- Promote a culture of quality, accountability, and continuous improvement across IT functions.
- Ensure vendors and project teams adhere to defined quality standards and practices.
- Review IT deliverables and SLAs to ensure alignment with quality expectations.
QUALIFICATIONS
- Bachelor's degree in Computer Science, Information Systems, or a related field (Master's preferred).
- Professional certifications in quality management and IT standards (e.g., ISO 9001, ITIL, COBIT, Six Sigma, CMMI).
- 8+ years of experience in IT quality management or similar roles.
- Strong knowledge of IT governance, compliance frameworks, and service management practices.
- Demonstrated experience in leading quality audits, process improvements, and vendor evaluations.
- Excellent analytical, communication, and stakeholder management skills.
