Quality Assurance & Major Incident Manager - Remote

Overview

The Quality Assurance & Major Incident Manager (QAMIM) is responsible for developing, implementing, and maintaining a comprehensive Quality Assurance (QA) & Problem Management framework for the managed services division as well as support customers directly through execution of Major Incident Management. This role ensures that all services provided meet or exceed client expectations, adhere to industry standards, and comply with regulatory requirements.

In Short

• Oversee Quality Assurance & Problem ITIL functions.
• Develop and implement a robust QA framework.
• Conduct regular audits for compliance with standards.
• Identify opportunities for continuous improvement.
• Manage performance metrics related to service quality.
• Implement customer feedback mechanisms.
• Run Major Incidents and manage their lifecycle.
• Provide training and development for service teams.
• Collaborate with service management leadership on initiatives.
• Ensure effective communication with stakeholders.

Requirements

• 5+ years of experience in Quality Assurance or Service Management.
• 3+ years in a leadership role.
• Extensive experience with ITIL processes.
• Experience with ITSM tools, preferably ServiceNow.
• Proven track record of process improvement.
• Experience conducting quality audits.
• Customer-focused experience in service delivery.
• 3+ years’ experience as a Major Incident Manager.
• ITIL v3/v4 Foundation certified.
• IT Degree or Diploma.

Benefits

• Opportunity to lead quality assurance initiatives.
• Engage with a customer-focused team.
• Contribute to continuous improvement efforts.
• Professional development and training opportunities.
• Work in a dynamic managed services environment.