Position Overview
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 mitigationContinuous improvementOperational excellenceacross end-to-end service delivery.
Key Responsibilities
Lead and execute quality assurance activities aligned with service standards, contractual requirements, and internal control frameworksMonitor and report service performance against SLAs, OLAs, KPIs, and quality metricsDesign and maintain reporting dashboards and executive summaries to support performance governance and decision-makingConduct audits and control assessments across Service Desk and resolver teamsIdentify control gaps, compliance issues, and operational risks; drive correct...