IT Service Improvement Manager

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a [[Quality and Assurance Advisor]] to join our team in [[Batavia]], [[Illinois]], [[United States]].

The primary responsibility of the Service Improvement Specialist is performing end-to-end service improvements and identifying opportunities to improve delivery. The Service Improvement Specialist role will assess, monitor, and enhance business performance for our organization. The Service Improvement Specialist will analyze current practices, work with the Service Delivery Manager to develop business process improvements, and implement changes in workflows, structures, and teams to ensure continuous program performance. The candidate is responsible for embedding continuous service improvement into the business and identifying alignment to hit the MSP's SLAs

 

Service Improvement Manager job duties: 

• Review NTT Corporate quality reports and contract compliance updates to provide guidance to Team Leads on mitigating any nonconformance findings.
• Builds audit schedule for auditing conformance to documented processes and procedures.
• Develop, maintain, and conduct annual review of the QCP process and documentation.
• Provide process and service improvement consultation services to the program in alignment with ANL’s service management processes.
• Audits processes, and provides process design, development, and implementation for relevant certifications.
• Performs Root Cause Analysis (RCA) on recurring issues and trends to: a) track issues and metrics to identify functions that can be improved, reduce costs, empower users, and increase customer satisfaction; b) monitor rework, and suggest actions to decrease rework and drive down costs; and c) present recommendations to improve quality and efficiencies for ANL customers. 
• Audits and analyzes all process documents, KPIs and other artifacts to ensure the meet documented standards and measure quality quantitatively.
• Reviews SLA performance in each Service Area and works with Team Leads / Delivery Managers to complete RCAs and address quality gaps, SLAs, and KPIs. 
• Performs Service Improvement process activities as outlined within the QCP.
• Support in review of Run Book(s) outlining all the support requirements for the program and all proposed solutions, including interfaces and OLAs with division directorates.
• Supports Corporate QMS processes by collating, validating, and publishing data related to the QMS
• Plans and facilitates conduct of internal process audits and ensures findings are logged and tracked to closure.
• Assists in coordinating with relevant groups for continuous refining and improving the processes to ensure effective outcome in terms of performance.
• Prepares QMS process documentation e.g. manuals, procedures, work instructions, templates and training materials.
• Creates dashboard that gives a holistic snapshot of performance of various quality standard activities.
• Conducts final inspections of complex projects.
• Exceptional statistical techniques and quantitative analysis skills

 

Required Qualifications:

Fermilab is a highly complex environment, and as such, a minimum level of 8 years experience to include the following:

• Undergraduate degree and 5 years of experience relevent to the additional criteria below. 2 additional years of experience may be substituted in lieu of a degree.
• Must be have an ITIL® v3 Foundation, or higher certification and a minimum of 2 years of experience with ITIL, including integrating performance measures with risk measures to manage risk and drive outcomes
• Minimum 5 years and exceptional knowledge of relevant operational process area software and support, infrastructure services and business process services.
• Minimum 3 years and exceptional knowledge on any two Quality Assurance Models (ISO 9001, 20000, 27001, CMMI, PCMM, Six Sigma techniques).
• Minimum 3 years and exceptional knowledge of audit process and auditing skills.
• Minimum 5 years and Strong proficiency in MS office applications.
• Minimum 3 years in process documentation
• Minimum 3 years working within a Quality Management ebvironment and ]have a strong proficiency in this area.
• Minimimum 2 years experience in the authoring and production of ITIL documentation (e.g. SLAs, OLA, Service Catalogue, process alignment, procedure design and service mapping).

 

Desired Qualification: 

• Knowledge and experience of CSI / Lean Six Sigma methodologies and their application in an IT Service Manage