Secondary Skills : Quality Assurance, ITSM / CMMI-Services Proficiency
Job Description :
Facilitate regular Operational & Quality process reviews and other working sessions with multiple Projects and Key Stakeholders as required.
Participate in regular in Cross Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas
Identify and lead the execution of process improvement initiatives.
Regularly review and update Policy, Process, and Procedure documents and ensure all updates are reviewed, approved, and deployed, to include requisite training of all impacted parties and stakeholders
Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Incident, Request, Configuration Management, etc.)
In partnership with IT Service Delivery staff, ensure technical support teams are operating in adherence with all ITSM Policies and Processes & Quality standards, and with associated contractual Service Level Agreements
In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services
To manage all the QA activities in across Support Projects and Functions which include maintaining process effectiveness of the QMS, tracking changes in applicable standards, process facilitation, project and department audits facilitations.
Metrics consolidation Review & Support.
Employee awareness about ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 and related & relevant standards, conducting regular process trainings.
Process Skills :
In-depth knowledge and understanding of ITSM Framework & ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 standard
Demonstrated record of successful project management, process development, and process improvement in QMS implementations and trainings
Provide subject matter expertise during internal and external quality system audits
Provide management with plans and status updates on assigned responsibilities and goals and escalate issues in a timely manner
Work with process owners to devise appropriate Metrics to improve product and process quality, identify and implement solutions to track the cost of quality and improvements
Should be able to facilitate project teams and ensure projects QA-QMS compliance (especially facilitation for new projects, new PL/PM)
Drive timely process activities (project start reviews, kick-off meetings, defect prevention reviews, audit reporting, NC closure verification, CAPA and improvements across the organization)
Evaluates for completeness, effectiveness and proper identification of root cause, knowledge and experience performing RCA using formal techniques (8D, Fishbone, 5-why), support teams with RCA, establish and support best practices for problem-solving, root cause analysis
Review all CAPAs, monitor effectiveness of CAPAs
Enable process improvements using known techniques (e.g., Kanban, Quality circles), monitor and track the effectiveness of implemented actions and overall effectiveness of the system
Impart QMS training to engineers and delivery team for quality processes (classroom sessions and through quality newsletter/bulletins/FAQs)
An academic degree or equivalent qualifications
Fluent in English language, spoken and written
Excellent communication and facilitation skills
Ability to build trusted relationships across IT
Proficiency in ServiceNow / Summit AI is beneficial
Willing to work in flexible timings based on project & process requirements
ITIL4 Foundation or higher and ITIL V3 Intermediate or higher certification or similar working experience in IT Service Management
Training Or Certification in ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 standard