Are you an experienced IT Quality and Performance professional with a strong background in service quality, performance monitoring, and continuous improvement?
We are looking for an IT Quality Control & Performance Specialist to measure, monitor, and enhance the quality and performance of IT services and solutions, ensuring alignment with established standards, service levels, and business expectations.
Key Responsibilities
- Define, monitor, and report IT Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Develop and maintain performance dashboards and reports to provide insights into IT service quality and performance.
- Establish and implement quality assurance and testing standards for IT deliverables.
- Review vendor and contractor performance against agreed service levels and contractual requirements.
- Lead quality reviews, identify performance gaps, and recommend corrective and preventive actions.
- Drive continuous improvement initiatives to enhance IT service delivery, operational efficiency, and solution quality.
- Ensure alignment with relevant quality management and IT service management standards.
Qualifications & Requirements
- Bachelor's degree or Diploma in Information Technology, Engineering, or a related field.
- Minimum of 6 years of relevant experience in IT quality assurance, performance management, or IT service delivery.
- Certifications: ISTQB and ITIL 4 Foundation.
- Preferred: Lean Six Sigma Green Belt.
- Strong knowledge of test management, quality assurance methodologies, and KPI design.
- Experience developing performance dashboards and reports using Power BI.
- Awareness of ISO 9001 and ISO 20000 standards.
- Excellent analytical, reporting, communication, and stakeholder management skills.
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