Managed Services Quality Control Consultant

Managed Services Quality Control Consultant

• Job Title:** Managed Services Quality Control Consultant
• Years of Experience:** 2-5+ years
• Delivery Unit:** CIMS Service Operations
• Business Unit:** Cloud and Infrastructure Services (CIS)
• Strategic Business Unit:** Cloud, Infrastructure, and Security Services (CISS)

• 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,itil,skills,service quality