IT Process & Quality Specialist

As an IT Process & Quality Specialist, you will be responsible for developing, standardizing, measuring, and continuously improving IT processes and service quality across the organization. The role combines process governance, documentation, KPI management, service performance analysis, and continuous improvement initiatives to ensure efficient, consistent, and high-quality IT operations. You will work closely with IT teams and management to optimize workflows, monitor operational performance, support governance and compliance efforts, and drive service excellence across Infrastructure, ERP, Cybersecurity, Applications, BI, and Support.

Responsabilities

• Design, document, and continuously improve IT processes, procedures, and workinstructions across all IT domains.


• Establish and maintain a unified IT procedures library and ensure teams operateaccording to approved standards.


• Map and optimize end-to-end workflows for incident management, change management, asset management, and service delivery.


• Define, monitor, and analyse operational KPIs, SLAs, MTTR, and other service qualitymetrics.


• Build dashboards and reports to visualize IT performance, trends, and improvementopportunities.


• Support the implementation and adoption of ITIL-based best practices within IT Services.


• Lead process optimization and automation initiatives to improve efficiency and reducemanual workload.


• Conduct service reviews and recommend corrective and preventive actions.


• Collaborate with IT managers to ensure alignment and consistency across systems,policies, support tools, and governance frameworks.


• Support audit readiness and compliance efforts by maintaining process documentationand providing service-performance insights.


• Promote a culture of standardization, accountability, quality, and continuousimprovement across IT.


• Work closely with the CISO and other managers to align processes, governance, quality,and compliance requirements.

Education/Experience, skills and personal attributes

• Bachelor’s degree in Information Systems, Industrial Engineering, Data Analysis, or relatedfield.


• 2–4 years of experience in IT process management, governance, service performance, quality analysis, or service delivery roles.


• Proven experience in documenting and improving IT workflows andprocedures.


• Experience with KPI/SLA management and service quality measurement.


• Familiarity with ITSM tools such as ManageEngine, ServiceNow, or similar platforms


•  Familiarity with ITIL, COBIT, or similar service management / governance frameworks.


• Strong analytical and organizational skills with attention to detail and process efficiency.


• Strong Excel and/or BI tool skills; Power BI is an advantage.


• Excellent communication and collaboration skills; ability to work with multipleteams and stakeholders.


• Experience in aviation or logistics environments – Advantage.


• Excellent English – written and verbal.