Job Purpose: To lead resolution of major service issues and recommend and implement product/ service improvements in order to eliminate recurrent failures, improve customer satisfaction and financial performance.
Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies
Manage projects according to pre-defined and agreed project plans and achieve agreed targets
Identify and promote opportunities to achieve continuous improvement in operational and process performance
Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer`s business requirements
Conduct customer survey at the end of the project implementation
Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis
Lead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues
Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans
Ensure supporting systems are maintained in compliance to the process and data sources standards.
Education and Qualifications
Educated to degree level or equivalent work experience.
ITIL Foundation Certificate - Six Sigma Certification an asset
Project Management training an asset.
3 years quality assurance/ control role or customer service role with emphasis on quality improvement
2 years experience in oversight on projects or program management
4 years of experience in IT industry with the implementation of processes as per recognized industry standards
Experience in applying industry standard quality frameworks such as CMM, ISO, Six Sigma is an asset