Consultant - Quality Assurance

Life on the team

Computacenter IN for their business units is seeking a confident and experienced Quality Manager / Consultant, to Define and manage the Operational Excellence framework to ensure an effective and efficient service delivery to the customers and drive Continual Service Improvements aiming to create values to our business. 

A combination of good communication skills and strong analytical abilities with a growth mindset will enable the candidate to excel at the role, build a culture of strong team and advance their career within Computacenter.

What you'll do

• Define and manage the operational quality framework for the program to ensure an effective and efficient service delivery to the customers.

• Be the single focal point of contact on the end to end quality management umbrella for both the internal and external customers.

• Responsible to ensure end to end audit management activities are seamlessly performed to ensure process and technical audit compliance per the agreed customer / internal processes.

• Perform a range of quality management activities and initiatives to meet business and customer requirements as a part of Continual service improvement (CSI).

• Fluent in implementing improvements with sustainable solutions- Identify the opportunities for improvement and drive the Continual Service Improvement projects through Lean Six Sigma or equivalent improvement methodologies.

• Support Operational Excellence functions in identification and adoption of relevant changes to local practices that enable compliance to quality standards.

• Closely work with the Quality Tower head / Operations head to contribute to develop and implement the operational quality initiatives aligning the quality framework.

• Ensure to act as a process consultant for the project stakeholders in the areas of ITIL processes be it from Service transition, Operations and CSI.

• Ensure the operational escalations and complaints are managed effectively for closure

• Ensure the required SOPs, WIs, are maintained well, and identify such documented instructions are converted into possible automation.

• Contribute to develop and optimize knowledge articles (KMDB) to ensure consistent compliance to customer and organizational procedures by targeting effective and efficient delivery of services.
• Ensure you track and monitor the performance of the process and operational improvements continually and work closely with the internal delivery and customer stakeholders.

• Shall track and monitor the internal and external metrics (SLAs/KPIs) managing through operational dashboard to clearly showcase the health of the program

• Contribute to continually assess the gaps within the operations to support the delivery with the identifying and driving the opportunity for improvements (through Six sigma or equivalent methodology)

• Shall provide refresher process trainings to the technical teams and regularly assist the operations management / operations team to support this task for new starters.

• Shall manage the operational and contractual reporting for the program that includes dashboards, meaning inferences over the contractual obligations, forecasting pattern, etc.

• Possess good knowledge in the Advanced Excel, Scripting to ensure the data analysis are conducted effectively to provide meaning inferences and statistical analysis to the management for further streamlining of solutions.

What you'll need

• 12+ years on core quality assurance background expertise in large infrastructure projects.
• Strong knowledge on ITIL framework (ITIL Expert)
• Prior working knowledge in improvement initiatives (Certified LSS GB/BB / Kaizen, etc.)

• Preferred to have certifications / expertise in ISO 20000 / 270001 standards.

• Good in MS Excel, Power BI, other Business Intelligence (BI) tools

• Strong analytical abilities, Good communication skills

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.