RoleThe Lead Quality Manager acts as a senior expert in quality assurance for IT projects and services. The role is responsible for ensuring that all deliverables and services comply with agreed quality standards and performance levels, while actively driving continuous improvement across service operations and project delivery. This position considers fully remote work.
Certifications
ITIL 4 Foundation (or higher).
Atlassian certification (e.G. JIRA Certified Professional or higher), or Atlassian Certified Associate in Jira Essentials (or higher) considered equivalent.
Practical certification in low-code case management solutions, such as:
Certified Pega Business Architect
Certified Pega System Architect
Note: References to Pega are illustrative only. The objective is to assess general low-code capability, not platform-specific expertise.
Certifications in other enterprise-grade low-code or case management platforms are considered equivalent, provided they demonstrate capabilities in:
Workflow design and automation
Business and process intelligence
Work queue management
Roles and task assignment
Notifications and collaboration features
SLA definition and monitoring
Rules management
Content management
Document and data integration
Professional ExperienceMinimum 6 years of proven experience in IT service and support management, including:
Coordination of multidisciplinary and cross-functional teams.
Stakeholder management in complex organisational environments.
SLA/KPI definition, monitoring, and reporting.
Continuous service improvement (CSI).
Service catalogue lifecycle management.
Design, preparation, and execution of test plans and quality assurance activities.
Key Skills And Competencies
Strong analytical mindset with excellent root cause analysis and problem-solving capabilities.
Proven expertise in stakeholder management, including engagement with business and technical stakeholders.
Demonstrated relevant experience in designing, implementing, and managing case management systems, particularly in low-code environments.
Solid background in service management setup, including transition from project phase to business-as-usual (BAU) operations.
Experience in delivery team leadership and IT project delivery methodologies:
Agile and/or Waterfall
Continuous Improvement / Continuous Development
DevOps practices
Good understanding of data protection principles (e.G. GDPR) in IT service delivery contexts.
Languages
English: C1 level (CEFR).
Additional European language: huge plus (French strongly preferred).
#J-18808-Ljbffr