Microland - Manager - Continual Service Improvement

- Has sound understanding of ITIL principles, ISO 9000, ISO27000:2013 & ISO20000:2011 (preferred Lead Auditor), preferred to have worked on infrastructure service line and knowledge of Lean-Six Sigma at GB level. Has experience of ITIL process implementation, monitoring, tracking and reporting the process performance metrics. Has experience in working on organizational QMS process enhancements. Handling Service engineering and process group (SEPG).

- Perform GAP analysis of AS-IS organizational processes viz. a viz. ISO9K, ISO20K, ISO27K requirements

- Designing the organizations QMS (Quality management system) & deploying the IT Service management processes as per the ISO20000 & ISO27000 standards requirement within the organizational QMS along with the MR. Approval of QMS documentation.

- Ensure the developed processes are deployed across the organization at program level. Carry out the revision of any processes in the QMS and its release in the organization in a controlled way. Planning the QMS roadmap for the entire year and manage and track the execution.

- Defining process compliance audit schedule and ensuring compliance to internal audit calendar.

- Executing internal audits as needed within the programs.

- Coordinating with external auditors for audits and certifications

- Following up with process owners on closing the gaps identified in internal and external audits

- Reporting the compliance status of all action items derived as corrective and preventive actions as an outcome of internal and external audits

- Escalating to appropriate levels/MR any gaps identified from time to time in the implementation of systems

- Reporting the overall progress on a regular basis to the Senior Management and Quality Head.

- Ensuring proper allocation of resources for the function/business as per the load and addressing the team members grievances on timely basis. Managing SEPG team SME's.

- Working with Head Quality on initiatives to improve the overall quality delivery model of Microland

Experience & Educational Qualification:

Graduate - BE, BTech, or Equivalent in any discipline with 9+ years of relevant experience