IT Service Quality Assurance Lead – ANSA McAL Limited

ANSA McAL Limited is seeking a suitably qualified IT Service Quality Assurance Lead to join our team.

JOB SUMMARY

The IT Service Quality Assurance Lead is responsible for ensuring the quality and reliability of IT services across the enterprise. This role involves the development and implementation of quality assurance processes, the identification and resolution of service issues, and the continuous improvement of IT service delivery. The IT Service Quality Assurance Lead will work closely with various departments to uphold the enterprise’s service quality goals as established by its stated policies, procedures, and guidelines.

ROLES & RESPONSIBILITIES

Strategy & Planning

• Participate in the planning and design of enterprise service quality assurance processes, under the direction of the Group Information Security Manager.
• Contribute to the creation and update of enterprise service quality documents (policies, standards, baselines, guidelines, and procedures).
• Assist in the planning and design of business continuity and disaster recovery plans, ensuring service quality is maintained.

Acquisition & Deployment

• Maintain up-to-date knowledge of the IT service quality industry, including awareness of new or revised quality assurance solutions and processes.
• Recommend additional quality assurance solutions or enhancements to existing solutions to improve overall service quality.
• Perform the deployment, integration, and initial configuration of all new quality assurance solutions and enhancements to existing solutions.

Operational Management

• Provide configuration management and maintain up-to-date baselines for the secure configuration and operations of all in-place quality assurance tools.
• Monitor all in-place quality assurance solutions for efficient and appropriate operations, including reviewing logs and reports of all in-place devices and interpreting the implications of that activity, devising plans for appropriate resolution.
• Participate in escalated investigations into service quality issues, the design and execution of service quality assessments and audits and monitor incident trends to anticipate potential problems for proactive resolution.
• Oversee day-to-day operations of service delivery, ensuring compliance with established SLAs (Service Level Agreements).
• Coordinate Incident Response with internal customers and managed service providers to ensure minimal disruption of business operations.
• Manage vendor relationships and coordinate ongoing activities with third parties, including assessments of vendors and solutions, ensuring that third-party providers meet performance and quality standards.
• Implement and monitor quality assurance processes to continuously improve service efficiency and performance.
• Conduct regular audits, identify areas for improvement, and drive corrective action plans.
• Develop and implement a system of continuous training for Group IT Infrastructure and Security to ensure that the team is current with technological advancements and industry best practices.
• Act as the primary liaison between the service teams and subsidiaries to ensure customer satisfaction and address any service issues promptly.
• Support the implementation of best practices, risk management, and continuous improvement initiatives across all IT services.

EDUCATION AND EXPERIENCE

• University degree in Computer Science / Engineering
• At least 5 years of proven work experience in Information Technology, on medium to large projects and organization(s)
• One or more of the following certifications:
• Project Management Professional (PMP)
• Information Technology Infrastructure Library (ITIL v4)
• Certified Information Systems Auditor (CISA)
• COBIT 5 Foundation
• Associate of (ISC)2
• Associate of ISACA

BUSINESS/TECHNICAL SKILLS:

• Extensive experience with Service Desk Platforms.
• Experience in developing and implementing quality assurance processes and procedures.
• Proven track record in identifying and resolving service quality issues.
• Familiarity with Cybersecurity Assessment and IT Training Platforms.
• Experience in conducting service quality assessments and audits.
• Familiarity with IT service management frameworks such as ITIL or COBIT.
• Familiarity with Business Continuity, Disaster Recovery and Incident Management processes.