- Job Title:** Managed Services Quality Control Consultant
- Years of Experience:** 2-5+ years
- Level:** Expert Level
- Delivery Unit:** CIMS Service Operations
- Business Unit:** Cloud and Infrastructure Services (CIS)
- Strategic Business Unit:** Cloud, Infrastructure, and Security Services (CISS)
Organizational Context
- **Practice Unit:** Cloud and Infrastructure Managed Services (CIMS)
**Responsibilities: Quality Control Procedures:**
- Conduct gap and maturity assessment of managed services.
- Utilize ITSM tools to track and manage quality control processes.
- Implement and adhere to established quality control procedures and methodologies.
- Conduct quality checks for tickets and calls, ensuring compliance with Quality Standards.
- Validate data accuracy and format in weekly and monthly status reports.
- Supervision: None (Direct: 0, Indirect: 0)
Certification Compliance
- Maintain knowledge of industry standards, emphasizing ITIL and COBIT19.
- Ensure compliance with ITIL frameworks and ISO 20000 in all quality control activities.
Collaboration And Communication
- Collaborate with cross-functional teams to address quality control issues.
- Communicate effectively with team members and stakeholders.
- Integrate quality control measures into service delivery.
Analysis And Reporting
- Analyze data and generate reports to assess SMS and ITIL process performance.
- Provide insights and recommendations for service quality improvement.
- Present reports to stakeholders, highlighting areas for improvement.
- Establish and maintain required monitoring, evaluating, and reporting tools.
Continuous Improvement
- Proactively identify opportunities for enhancing managed services quality.
- Implement continuous improvement initiatives for optimizing ITIL processes.
- Stay informed about industry best practices and incorporate advancements.
- Support internal/external ISO 9K and 20K audits.
Deployment Support
- Collaborate with transition and deployment teams to ensure service quality.
- Confirm completion of deployment activities and validate impact on service quality.
Documentation And Knowledge Management
- Maintain accurate documentation of quality control procedures and outcomes.
- Create/update documentation related to ITSM quality control processes.
- Manage MS Quality home page in SharePoint for organized access.
- Add/remove projects and folders in OneDrive, Risk Register, and Stakeholder Register.
Training And Knowledge Sharing
- Provide training on ITSM quality control practices.
- Share knowledge and best practices to enhance understanding within the organization.
Required Education, Knowledge, And Certifications
- Bachelor's degree in IT, Computer Science, or related field.
- In-depth understanding of ITSM principles, frameworks, and ITIL.
- Certification in ITIL Foundation or equivalent (mandatory).
Required Hard Skills
- Proficiency in using ITSM tools and platforms.
- Strong analytical skills using MINITAB or SPSS systems.
- Proficiency in BI, Office 365, and SharePoint tools.
Required Soft Skills
- Excellent written and verbal communication skills.
- Strong organizational and time-management skills.
- Detail-oriented with a focus on accuracy.
- Collaborative team player with exceptional problem-solving skills.
Behavioral
- Proactive approach to identifying and resolving quality control issues.
- Adaptable to changing priorities and business needs.
- Commitment to maintaining and improving IT service quality.
- Strong sense of ownership and accountability.
- Continuous learner with a desire to stay updated on industry best practices.
Experience
- Demonstrated experience in ISO 20000 and ISO 9000.
- Practical experience in ITSM tools and platforms.
- Experience in generating and analyzing quality control reports.
- Familiarity with the deployment process and its impact on service quality.
- Experience in process capability optimization using the six-sigma DMAIC methodology.
- Experience in business process engineering/reengineering.
- Previous work with cross-functional teams in IT service delivery and managed services operations.
Salary Current Required and Expected
Skills: quality control,managed services,itil,cloud,it,infrastructure
