Manager PSO Performance & Quality

SITA

Conduct Quality assurance & Process Compliance of operational processes such as Incident management, Problem Management, and Change Management; and identify areas of Improvement.

Identify and promote opportunities to achieve continuous improvement in operational and process performance.

Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis.

Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans.

Ensure supporting systems are maintained in compliance to the process and data sources standards.

Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines.

Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams.

Identity documentation gaps and implement improvements of working processes and procedures.

To ensure the Service Operations team adheres to the highest working standards for all incidents problems and changes by providing process & quality guidance support.

Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers.

Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process.