Group Operations Manager - Service Delivery Management

Job Summary

• The Quality Manager is responsible for ensuring delivery excellence across IT services by establishing, monitoring, and continuously improving quality standards, processes, and compliance frameworks. The role focuses on driving service improvements, enhancing customer satisfaction, and ensuring adherence to industry standards such as ITIL, ISO, and Six Sigma. ob Title
• Quality Manager – IT Services / IT Operations\\r\\n Experience\\r\\n14+ years in IT Service Management / Quality Assurance / Process Excellence\\r\\n________________________________________\\r\\n Job Summary\\r\\n The Quality Manager is responsible for ensuring delivery excellence across IT services by establishing, monitoring, and continuously improving quality standards, processes, and compliance frameworks. The role focuses on driving service improvements, enhancing customer satisfaction, and ensuring adherence to industry standards such as ITIL, ISO, and Six Sigma.\\r\\n________________________________________\\r\\n Key Responsibilities\\r\\n1. Quality Management & Governance\\r\\n• Define and implement quality frameworks, policies, and procedures across IT operations\\r\\n• Ensure compliance with industry standards such as ISO 9001, ISO 27001, ITIL, and CMMI.\\r\\n• Establish quality benchmarks and KPIs (SLAs, OLAs, CSAT, etc.)\\r\\n• Conduct regular audits to ensure adherence to defined processes\\r\\n________________________________________\\r\\n2. Process Improvement & Optimization\\r\\n• Drive continuous improvement initiatives using Lean/Six Sigma methodologies\\r\\n• Identify process gaps, inefficiencies, and areas of risk\\r\\n• Lead Service Improvement Plans (SIPs) to address recurring issues\\r\\n• Standardize ITSM processes (Incident, Problem, Change, Request Management)\\r\\n________________________________________\\r\\n3. Service Delivery Quality Oversight\\r\\n• Monitor service performance and ensure high-quality deliverables across IT services\\r\\n• Support service delivery teams in maintaining SLA compliance and operational excellence\\r\\n• Analyze incident trends and drive corrective/preventive actions\\r\\n• Ensure proper RCA (Root Cause Analysis) for major incidents\\r\\n________________________________________\\r\\n4. Reporting & Analytics\\r\\n• Develop and present quality dashboards and reports to stakeholders\\r\\n• Track key metrics such as service quality, incident aging, resolution efficiency\\r\\n• Provide insights and recommendations for management decision-making\\r\\n________________________________________\\r\\n5. Stakeholder Management\\r\\n• Work closely with Service Managers, Delivery Leads, and Clients\\r\\n• Act as a point of escalation for quality-related concerns\\r\\n• Facilitate service review meetings focusing on quality metrics and improvements.\\r\\n________________________________________\\r\\n6. Risk & Compliance Management\\r\\n• Identify and mitigate operational and compliance risks\\r\\n• Ensure adherence to information security and regulatory requirements\\r\\n• Support internal and external audits (SOX, ISO, client audits)\\r\\n________________________________________\\r\\n7. Training & Capability Building\\r\\n• Drive quality awareness programs across teams\\r\\n• Train teams on ITIL, quality standards, and best practices\\r\\n• Develop documentation, SOPs, and process guidelines\\r\\n________________________________________\\r\\n Key Skills & Competencies\\r\\n Technical / Functional\\r\\n• IT Service Management (ITSM) expertise\

Key Responsibilities

• Quality Management & Governance • Define and implement quality frameworks, policies, and procedures across IT operations • Ensure compliance with industry standards such as ISO 9001, ISO 27001, ITIL, and CMMI.
• Establish quality benchmarks and KPIs (SLAs, OLAs, CSAT, etc.) • Conduct regular audits to ensure adherence to defined processes ________________________________________ 2. Process Improvement & Optimization • Drive continuous improvement initiatives using Lean/Six Sigma methodologies • Identify process gaps, inefficiencies, and areas of risk • Lead Service Improvement Plans (SIPs) to address recurring issues • Standardize ITSM processes (Incident, Problem, Change, Request Management) ________________________________________ 3. Service Delivery Quality Oversight • Monitor service performance and ensure high-quality deliverables across IT services • Support service delivery teams in maintaining SLA compliance and operational excellence • Analyze incident trends and drive corrective/preventive actions • Ensure proper RCA (Root Cause Analysis) for major incidents ________________________________________ 4. Reporting & Analytics • Develop and present quality dashboards and reports to stakeholders • Track key metrics such as service quality, incident aging, resolution efficiency • Provide insights and recommendations for management decision-making ________________________________________ 5. Stakeholder Management • Work closely with Service Managers, Delivery Leads, and Clients • Act as a point of escalation for quality-related concerns • Facilitate service review meetings focusing on quality metrics and improvements. ________________________________________ 6. Risk & Compliance Management • Identify and mitigate operational and compliance risks • Ensure adherence to information security and regulatory requirements • Support internal and external audits (SOX, ISO, client audits) ________________________________________ 7. Training & Capability Building • Drive quality awareness programs across teams • Train teams on ITIL, quality standards, and best practices • Develop documentation, SOPs, and process guidelines

Skill Requirements

Technical / Functional • IT Service Management (ITSM) expertise • Strong understanding of ITIL processes • Knowledge of quality frameworks (ISO, CMMI, Six Sigma) • Experience with tools like Service Now, reporting tools (e.g., My Xalytics) Analytical & Operational • Strong problem-solving and analytical skills • Data-driven decision making • Incident trend analysis and RCA expertise Leadership & Interpersonal • Stakeholder management and communication skills • Ability to drive cross-functional initiatives • Influencing and governance capabilities

Other Requirements

Experience in managed services / global delivery models • Exposure to Airbus / large enterprise environments (relevant to your context) • Automation and AI-driven quality initiatives