IT Service Quality Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/79ot3b

In this role, you will own and optimize IT Service Management processes within the GCC Quality Management team to support GOSP Infrastructure Operations. You will work with cross-functional stakeholders to drive quality improvements, including AIOps initiatives, and you will manage GCC communications and reporting to GOSP C-Level leaders. You will build fact-based actions, KPI-driven insights, and clear presentations to influence decisions. This is a strategic, cross-country role that shapes IT service outcomes and reporting to executive leadership.
Define, monitor and optimize ITSM processes and deploy related training and communications
Identify and lead quality improvement initiatives, including AIOps
Coordinate GCC communications and reporting to GOSP C-Level leadership with compelling presentations
Analyze processes, document KPIs and deploy rules, procedures, and dashboards
Design and implement reports and dashboards to track KPI volumes and trends
Develop and maintain improvements action plans with stakeholders and escalat e as needed
Organize improvements plan reviews and status reporting




Manage GCC communication plan and training initiatives as part of improvement actions
Extensive experience in IT Operation Service Management with strong ITSM practices, especially Incident Coordination and Problem Ownership
Experience in Major Incident coordination or Crisis management is a plus
IT Technical Operation and development background
Ability to define fact-based improvements across processes and technologies
Ability to define and monitor KPIs and drive improvements
Outstanding communication and presentation skills
Expert in IT Service Management and Project Management
Expert in creating reporting and PowerPoint decks for C-level
Proficient in data reporting implementation and data analysis tools
Proficient in productivity and collaboration tools
Strong knowledge of IT systems and networks architectures and operation
Available to work remotely with distributed Europe-based colleagues
In this role, you will own and optimize IT Service Management processes within the GCC Quality Management team to support GOSP Infrastructur…

#J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/79ot3b