Program and Quality Manager

Location: Riyadh

Job Function

1.  Leadership, motivation, management and development

of the quality team to ensure all staff are adequately skilled & capable of

performing their functions.

2.  Responsible for identifying and delivering CSI

activities to improve delivery against Service Level Agreements

3.  Acting as the incident manager, primary point of

focus & driver of escalation & communications during periods of crisis

4.  Ensuring compliance with ITIL processes and

company accreditations

5.  Author & owner of all customer facing incident

reports

6.  Production of KPI data & management

information as required

7.  Work closely with other departments / countries to

enhance service provision, handling escalated situations and fostering positive

and productive relationships throughout

8.  Ensuring that all customer facing communications

are both timely and of the highest quality.

9.  Management of the Change Process

10. Driving Customer Satisfaction with robust complaint handling

& service improvement activities.

11. Work with the Senior Manager quality and Compliance to

ensure ongoing compliance in SOC2, ISO 27001 and 22301 standards

12. Manage the Customer complaints process and manage all

customer complaints through to resolution or escalation

13. Responsible for all training & development content

14. Ensuring all processes, and activity level instructions are

well documented and understood

15. Focus on increasing the efficiency and maximizing the

effectiveness of IT service management (ITSM) processes by ensuring that

improvement opportunities are identified throughout the entire service

life-cycle

16. Establish and develop KPIs for end to end processes across

technology operations, to enable the evaluation of the process standardization

and performance efficiency

17. Ensure the implementation and adherence to the standardized

technology-based processes by conducting regular audits, reporting violations

and recommending amendments, driving projects to a culture of continual

improvement

18. Review regularly processes, tools, documentation and all

process related activities, ensuring the standardization of common tools and

processes, proposing changes and developments to serve the Operation Excellence

objectives

19. Design and development and implementation of the Continual

Service Improvement program☆ Gathering of

baseline data so it can be assessed against captured data for improvement

20. Ensures monitoring requirements are defined and carried out,

and tools are in place to gather data

21. Define, design, transition and continually improve the IT

Service Management life-cycle, including: processes, roles, metrics, Key

Performance Indicators (KPIs), tools

22. Ensure the documentation and communication of the processes,

policies, and procedures☆ Ensure

effectiveness of Concerned Processes from operation and control aspects

23. Monitor and Measures Operational Processes Performance

24. Ensure Awareness, Compliance and Adherence of Concerned

Processes by all the teams

25. Verify conformance to ISO QMS 9001 requirements

26. Development of process documents, workflows and swim-lane

flowcharts

27. Focuses on meeting customer expectation, through the

continuous improvement of the operational processes and use of the methodology

of SMART KPIs

28. Operational Processes Standardization, Simplification &

Automation

29. Developing and Implementing Process Improvement Plan

30. Periodically Audit ITSM Process to ensure compliance to

policy & standard

31. Ensure awareness of ITSM process

32. Address issues with running process

33. Develop, Establish, Implement, Monitor, Measure &

Improve ITSM Process.

34. Responsible of continuously improving and optimizing

processes, OLAs, SLAs, and Operation Runbook.

35. Responsible of driving the implement the Operational Risk

Management Analysis (ORMA)