IT Service Quality

Role & responsibilities

• Define and maintain IT service quality frameworks, policies, and KPIs based on ITIL and continuous improvement methodologies.
• Monitor and analyze service performance data to identify gaps and drive improvements using Lean Six Sigma techniques.
• Integrate customer success metrics into service delivery to ensure alignment with business outcomes
• Lead root cause analysis and implement corrective actions for recurring service issues.
• Collaborate with ITSM, operations, and application teams to strengthen incident, problem, and change management processes.
• Ensure adherence to regulatory standards (e.g., RBI), internal audits, and risk controls.
• Develop dashboards and reporting tools to visualize service quality trends and performance.
• Champion initiatives that enhance end-user satisfaction through proactive support, self-service, and feedback mechanisms

Preferred candidate profile

Skills Required

It Service Management, Itil, Lean Six Sigma, Root Cause Analysis