Offer summary

Qualifications:

Proven experience in quality management and process improvement within IT service operations., Strong understanding of service desk environments and ITSM frameworks., Relevant certifications such as ITIL, Six Sigma, ISO 9001, or ISO 27001., Fluent in English with additional languages being a plus..

Key responsabilities:

Ensure IT service desk operations align with company standards and regulatory requirements.

Identify inefficiencies and implement process improvements to drive service excellence.

Develop and maintain SOPs and process documentation to enhance IT service operations.

Design and deliver training programs for IT teams to ensure best practices and continuous improvement.

Job description

D-ploy, a leading IT and Engineering Solutions company with operations throughout the EMEA region and the USA, is seeking a Project Quality Management Expert to join their team. As a member of the D-ploy team, the Project Quality Management Expert will be responsible for ensuring that project deliverables meet the highest standards of quality and compliance. The successful candidate will work with cross-functional teams to identify project risks and implement strategies to mitigate those risks. They will also be responsible for developing and implementing project quality management plans to ensure compliance with industry standards and best practices.

We are looking for an experienced Project Quality Manager to lead quality assurance, process optimization, and training initiatives within IT service operations. This fully remote role requires a strong background in service desk management, IT support frameworks, and continuous improvement methodologies. You will play a key role in enhancing service efficiency, driving compliance with ITIL best practices, and fostering a culture of excellence across global teams.

Responsibilities

Quality Management & Compliance – Ensure IT service desk operations align with company standards, ITIL frameworks, and regulatory requirements.
Process Optimization – Identify inefficiencies, implement process improvements, and drive service excellence.
Documentation & Standardization – Develop and maintain SOPs, process documentation, and knowledge bases to enhance IT service operations.
Training & Development – Design and deliver training programs for IT teams to ensure best practices and continuous improvement.
Incident & Problem Management – Collaborate with service teams to analyze incidents, determine root causes, and implement long-term solutions.
Performance Monitoring & Reporting – Track key metrics, analyze trends, and provide insights to drive continuous service improvement.
Stakeholder Engagement – Work closely with IT managers, support teams, and business leaders to align quality initiatives with organizational goals.
Onsite Support Oversight – Provide best practices and strategic guidance for onsite IT support teams, ensuring seamless integration with remote operations.

Requirements

Proven experience in quality management, process improvement, and training within IT service operations.
Strong understanding of service desk environments, ITSM frameworks, and incident/problem management.
Hands-on experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).
Expertise in process documentation, SOP creation, and knowledge management.
Experience designing and delivering training programs for IT teams.
Analytical and problem-solving mindset with a data-driven approach.
Ability to work independently in a fully remote environment while collaborating with global teams.
Relevant certifications (ITIL, Six Sigma, ISO 9001, ISO 27001).
Experience in onsite and remote IT support structures.
Prior experience in the pharmaceutical industry or highly regulated environments (preferred but not required).
Fluent in English; additional languages are a plus
Candidates must declare Criminal record extract not older than three months.