IT Service Quality Lead

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 fast-changing environments.

If you have expertise in ITIL and ticketing systems, and a passion for mentoring teams and solving complex service challenges, this permanent role in the Service Delivery team is your chance to make a real impact.

If this sounds like the right opportunity for you, we’d love to hear from you!