Job Title

Our client, a global organisation, is seeking an experienced IT Service Quality Lead to join their Service Delivery team on a permanent basis. In this role as the IT Service Quality Lead, you will ensure exceptional IT service delivery by monitoring performance, driving process improvements, and fostering a culture of service excellence. Working closely with teams and stakeholders, you will uphold ITIL best practices and enhance operational efficiency. Key responsibilities as the IT Service Quality Lead: * Define and implement IT service quality frameworks and standards. * Identify gaps in service delivery and drive improvements across incident, problem, and change management processes. * Collaborate with teams and vendors to resolve quality issues. * Mentor service desk and support teams on quality best practices. * Use ITSM and analytics tools to track trends and recommend automation for efficiency. Skills and experience required as the IT Service Quality Lead: * Proficiency with IT ticketing systems (ServiceNow, Jira, Zendesk) and knowledge management tools. * Strong understanding of ITIL processes and service management best practices. * Skilled in data analysis, trend reporting, and root cause investigation. * Excellent communication, stakeholder engagement, and documentation skills. * Proven leadership experience in mentoring and training IT teams. * Track record of process optimisation and adaptability in f...