Job Description
Description and Requirements
Role Summary
This role is responsible for ensuring service performance, governance, and compliance through robust reporting, audit, and control frameworks.
The position plays a key role in driving:
Risk mitigation Continuous improvement Operational excellenceacross end-to-end service delivery.
Key Responsibilities Lead and execute quality assurance activities aligned with service standards, contractual requirements, and internal control frameworks Monitor and report service performance against SLAs, OLAs, KPIs, and quality metrics Design and maintain reporting dashboards and executive summaries to support performance governance and decision-making Conduct audits and control assessments across Service Desk and resolver teams Identify control gaps, compliance issues, and operational risks; drive corrective and preventive actions Analyze operational data, trends, and customer feedback to identify improv...