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 excellence

    • across 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 correct...

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