Service Excellence Expert

1 day ago

Mumbai, Maharashtra, India beBeeService Full time ₹ 20,00,000 - ₹ 25,00,000
Job Opportunity:

IT Service Quality Specialist.


We are seeking a highly skilled IT Service Quality Specialist to lead our team in driving excellence in service delivery. This role is ideal for individuals with extensive years of experience in IT service management and a passion for process improvement.


Key Responsibilities:
  • Develop and maintain IT service quality frameworks, policies, and key performance indicators (KPIs) based on industry best practices 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 IT service management, operations, and application teams to strengthen incident, problem, and change management processes.
  • Ensure adherence to regulatory standards and internal audits.
  • Design dashboards and reporting tools to visualize service quality trends and performance.
  • Champion initiatives that enhance end-user satisfaction through proactive support and feedback mechanisms.

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