IT Service Quality Lead

Our client, a global organisation, is seeking an experienced IT Service Quality Lead to join their Service Delivery team on a permanent basis. In this role as the IT Service Quality Lead, you will ensure exceptional IT service delivery by monitoring performance, driving process improvements, and fostering a culture of service excellence. Working closely with teams and stakeholders, you will uphold ITIL best practices and enhance operational efficiency. Key responsibilities as the IT Service Quality Lead: Define and implement IT service quality frameworks and standards. Identify gaps in service delivery and drive improvements across incident, problem, and change management processes. Collaborate with teams and vendors to resolve quality issues. Mentor service desk and support teams on quality best practices. Use ITSM and analytics tools to track trends and recommend automation for efficiency. Skills and experience required as the IT Service Quality Lead: Proficiency with IT ticketing systems (ServiceNow, Jira, Zendesk) and knowledge management tools. Strong understanding of ITIL processes and service management best practices. Skilled in data analysis, trend reporting, and root cause investigation. Excellent communication, stakeholder engagement, and documentation skills. Proven leadership experience in mentoring and training IT teams. Track record of process optimisation and adaptability in fast-changing environments. If you have expertise in ITIL and ticketing systems, ..... full job details .....