Program and Quality Manager
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الوصف الوظيفي 1. Leadership, motivation, management, and development of the quality team to ensure all staff is adequately skilled & capable of performing their functions. 2. Responsible for identifying and delivering CSI activities to improve delivery against Service Level Agreements 3. Acting as the incident manager, primary point of focus & driver of escalation & communications during periods of crisis 4. Ensuring compliance with ITIL processes and company accreditations 5. Author & owner of all customer-facing incident reports 6. Production of KPI data & management information as required 7. Work closely with other departments/countries to enhance service provision, handling escalated situations and fostering positive and productive relationships throughout 8. Ensuring that all customer-facing communications are both timely and of the highest quality. 9. Management of the Change Process 10. Driving Customer Satisfaction with robust complaint handling & service improvement activities. 11. Work with the Senior Manager Quality and Compliance to ensure ongoing compliance with SOC2, ISO 27001, and 22301 standards 12. Manage the Customer complaints process and manage all customer complaints through to resolution or escalation 13. Responsible for all training & development content 14. Ensuring all processes, and activity level instructions are well documented and understood 15. Focus on increasing the efficiency and maximizing the effectiveness of IT service management (ITSM) processes by ensuring that improvement opportunities are identified throughout the entire service life-cycle 16. Establish and develop KPIs for end-to-end processes across technology operations, to enable the evaluation of the process standardization and performance efficiency 17. Ensure the implementation and adherence to the standardized technology-based processes by conducting regular audits, reporting violations and recommending amendments, driving projects to a culture of continual improvement 18. Review regularly processes, tools, documentation, and all process-related activities, ensuring the standardization of common tools and processes, proposing changes and developments to serve the Operation Excellence objectives 19. Design and development and implementation of the Continual Service Improvement program☆ Gathering of baseline data so it can be assessed against captured data for improvement 20. Ensures monitoring requirements are defined and carried out, and tools are in place to gather data 21. Define, design, transition, and continually improve the IT Service Management life-cycle, including processes, roles, metrics, Key Performance Indicators (KPIs), tools 22. Ensure the documentation and communication of the processes, policies, and procedures☆ Ensure effectiveness of Concerned Processes from operation and control aspects 23. Monitor and Measures Operational Processes Performance 24. Ensure Awareness, Compliance, and Adherence to Concerned Processes by all the teams 25. Verify conformance to ISO QMS 9001 requirements 26. Development of process documents, workflows, and swim-lane flowcharts 27. Focuses on meeting customer expectations, through the continuous improvement of the operational processes and use of the methodology of SMART KPIs 28. Operational Processes Standardization, Simplification & Automation 29. Developing and Implementing Process Improvement Plan 30. Periodically Audit ITSM Process to ensure compliance with policy & standard 31. Ensure awareness of the ITSM process 32. Address issues with the running process 33. Develop, Establish, Implement, Monitor, Measure & Improve ITSM processes. 34. Responsible for continuously improving and optimizing processes, OLAs, SLAs, and Operation Runbook. 35. Responsible for driving the implement the Operational Risk Management Analysis (ORMA) المهارات Certification ITIL, PMP Qualification Bachelor’s in Engineering or related discipline Skills Knowledge Lean Six Sigma: Analyze, Improve, and Control Tools. ITIL Foundation ITIL Master Black Belt Six Sigma Business Continuity Management System (BCMS) ISO 22301. Quality Management System - Lead Auditor. ISO 9001:2015. Risk Management for Cybersecurity and IT Managers. IT Service Management: ISO 20000, ISO 27001 Introduction to Business Process Modeling (eTOM) Carrier / ISP Experience Process Knowledge 1. Quality and Process Management 2. Program Management 3. Asset Management 4. ITIL V3 & Service Desk 5. Network Operations Center experience تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/program-and-quality-manager-4600631/ |
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