ETIC, Quality & Process Improvement ( Service Management) - Senior Associate
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Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
TechnologySpecialism
IFS - Internal Firm Services - OtherManagement Level
Senior AssociateJob Description & Summary
As a Process Quality & Process Improvement Engineer within the Managed Services team you will be responsible for ensuring the delivery of high-quality services by establishing a quality management system implementing and monitoring quality assurance frameworks conducting audits and driving continuous improvement initiatives. You will collaborate closely with delivery teams to embed quality gates across the service lifecycle support compliance with internal and international standards (e.g. ITIL ISO 9001) and proactively identify and mitigate quality risks.Key Responsibilities:
Establish a quality management system for the Managed Services team across Middle East
Design and implement quality assurance strategies aligned with ITIL and ISO standards.
Conduct quality audits and reviews across the managed services team to ensure adherence to defined processes.
Support service setup with quality gates including scope agreement resourcing and reporting structures.
Collaborate with stakeholders to define KPIs and monitor quality performance metrics.
Facilitate root cause analysis and corrective action planning for identified gaps.
Maintain documentation control and configuration management practices.
Provide training and coaching on quality standards and best practices.
Required Skills & Competencies:
Strong understanding of quality frameworks: ITIL / ISO20000 / CMMI for Services / ISO 9001.
Experience in process improvement and quality governance in delivery environments.
Familiarity with Agile methodologies (Scrum SAFe).
Excellent analytical documentation and communication skills.
Ability to work cross-functionally in a matrixed environment.
Certifications / Knowledge (At least 2 are preferred):
Certified Six Sigma Green Belt
ISO 9001 - Quality Management Systems
ISO2000 - IT Service Management
CMMI for Services
ITIL Foundation (especially relevant for managed services)
Education & Experience:
Bachelors degree in Computer Science Engineering or related field.
5 years of experience in service management quality assurance process improvement or delivery governance roles.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Communication Creativity Database Administration Database Management System (DBMS) Database Performance Management Database Quality Assurance Database Troubleshooting Data Error Checking Data Integrity Data Management Data Management Plan (DMP) Data Management Platform (DMP) Data Profiling Data Quality Data Quality Assessment Data Quality Assurance Testing Data Quality Automation Data Quality Improvement Plans (DQIP) Data Science Troubleshooting Data Warehousing Quality Assurance Embracing Change 15 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
YesJob Posting End Date
Required Experience:
Senior IC
Employment Type
Full-Time
