IT Service Quality Lead

The IT Service Quality Lead oversees the delivery of exceptional IT services across the organisation, ensuring optimal performance, adherence to processes, and high levels of customer satisfaction. This role drives continuous improvement, champions service excellence, and leads quality initiatives. Working closely with cross-functional teams, the ITIL best practices while enhancing operational efficiency.

Responsibilities

• Quality Assurance & Governance : Define and implement IT service quality frameworks and standards
• Quality Assurance & Governance : Monitor service performance against SLAs, KPIs, and customer expectations
• Quality Assurance & Governance : Conduct audits and assessments to ensure compliance with ITIL and ISO standards
• Process Improvement : Identify gaps in service delivery and collaborate with Service Delivery to identify root cause analysis
• Process Improvement : Drive continuous improvement initiatives across incident, problem, and change management by working closely with Service Delivery managers
• Process Improvement : Develop and maintain service quality dashboards and reporting tools
• Stakeholder Engagement : Collaborate with service owners, support teams, and vendors to resolve quality issues
• Stakeholder Engagement : Communicate service quality insights and recommendations to senior leadership
• Stakeholder Engagement : Mentor service desk and support teams on quality best practices
• Stakeholder Engagement : Lead workshops and training sessions to promote a culture of service excellence
• Stakeholder Engagement : Support onboarding and development of new team members in quality-related roles
• Stakeholder Engagement : Leverage ITSM platforms to track and improve service quality
• Stakeholder Engagement : Utilize analytics tools to identify trends and forecast service risks
• Stakeholder Engagement : Recommend and implement automation to enhance service reliability and efficiency

Required skills & experience

Technical Skills

Analytical Skills

Leadership Skills

Problem-Solving Skills

General Skills

What we offer

This is a hybrid role, with 3 days per week based in our Jarrow office.

Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.

Seniority level

Employment type

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