Service Delivery - Quality Assurance & Major Incident Manager

Being a hybrid role, the Quality Assurance & Major Incident Manager (QAMIM) is responsible for developing, implementing, and maintaining a comprehensive Quality Assurance (QA) & Problem Management framework for the managed services division as well as support customers directly through execution of Major Incident Management (in collaboration with the Senior Major Incident Manager). This role ensures that all services provided meet or exceed client expectations, adhere to industry standards, and comply with regulatory requirements.

The QAMIM will lead efforts to continuously improve service delivery processes, enhance customer satisfaction, and promote a culture of quality, Problem ownership and accountability within the organization. Ensure the best possible service to our customers following best practice processes and procedures with an effective and stable team.

When engaging to manage, maintain and own Major Incident response in alignment with the Incident function for managed services, this includes supporting our customers and ensuring we are meeting our SLA’s for all the customers for whom we support. The QAMIM will have an eye for detail and a strong focus on customer service, operations and continual service improvement.

• 5+ Years of Experience in Quality Assurance or Service Management: Proven experience in a quality assurance, service delivery, or service management role within a managed services, IT, or technical environment. Demonstrated experience in creating and building (or transforming) foundation processes for quality assurance.
• 3+ Years in a Leadership Role: Demonstrated experience leading a quality assurance team or a service delivery function, preferably in a managed services or IT service management (ITSM) context.
• Experience in ITIL Processes: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management.
• Experience with Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred.
• Proven Track Record of Process Improvement: A history of implementing successful continuous improvement initiatives that enhanced service quality, customer satisfaction, or operational efficiency.
• Audit and Compliance Experience: Experience conducting quality audits, ensuring process compliance, and addressing non-conformities, ideally within ISO-certified environments.
• Customer-Focused Experience: Previous experience in managing or improving customer satisfaction, with strong understanding of customer-centric service delivery.
• Forster Quality Culture: The ability to advocate for and integrate quality focused behaviours across all teams and functions.
• MIM Experience: 3+ years’ experience as a Major Incident Manager.
• Working with an MSP experience is highly desirable but not mandatory.

Qualifications:

• Quality Assurance Expertise: Extensive knowledge of quality assurance methodologies, tools, and best practices, particularly in a managed services environment. ISO9001:2015 (or equivalent) highly desired
• ITIL: In-depth understanding of the ITIL framework and process, with specific focus on continuous improvement.
• Service Management Systems: Proficiency in using IT Service Management (ITSM) tools. (ServiceNow preferred)
• Data Analysis: Strong data analysis skills with the ability to interpret performance metrics and make data-driven decisions.
• Training and Development: Experience in developing and delivering training programs.
• Risk Management: Knowledge of risk management principles and practices related to service quality.
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.
• IT Degree or Diploma.

Responsibilities:

This role oversees the Quality Assurance & Problem ITIL functions, along with operational management and coordination of resolution effort for Major Incidents across blueAPACHE:

Quality Assurance Responsibilities:

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework that covers all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management and customer interactions.
• Process Audits and Compliance: Conduct regular audits of service delivery processes to ensure compliance with established standards, protocols, and best practices, such as ITIL and other industry standards
• Continuous Improvement: Identify opportunities for continuous improvement in service delivery through root cause analysis, performance metrics, and customer feedback.
• Quality Monitoring: Oversee the quality of customer interactions, including calls, emails, and service requests, ensuring that they meet the organization's quality standards.
• Team Training and Development: Collaborate with People and Experience develop and deliver training programs that enhance the skills and knowledge of service delivery teams.
• Performance Metrics Management: Define, track, and report on key performance indicators (KPIs) related to service quality, including customer satisfaction, incident resolution time, and first-call resolution rate for the different divisions within MS.
• Customer Feedback Management: Implement mechanisms for gathering and analysing customer feedback, and drive initiatives to address areas of concern or improvement.
• Risk Management: Identify risks related to service quality and develop mitigation strategies to address potential issues before they impact service delivery.
• Stakeholder Communication: Provide regular updates and reports to senior management on the status of quality assurance initiatives, including recommendations for improvement.
• Reporting: Monthly, quarterly and annual reporting.

Problem Management Responsibilities:

• Own and continuously improve the Problem management process (Accountable)
• Conduct regular Operational Problem Management Meetings
• Ensure problems are appropriately owned and managed
• Ensure Major Incidents flow into the Problem Management process
• Conduct pro-active Problem Management reviews with appropriate IT stakeholders
• Training and induction on Problem management

Major Incident Management Responsibilities:

• Run Major Incidents
• Part of a 24*7 MIM roster
• Keeping the internal and external customers informed throughout the life cycle of the major incident
• Review and approve Major Incident Reports (MIR)
• Ensure problems identified during any Major Incident are appropriately recorded, owned and managed.
• Ensure Major Incidents flow into the Problem Management process

Other responsibilities:

• Backup for Change management
• Collaboration with other service management leadership on improvement initiatives.
• Other duties as required

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service