Senior Service Quality Management Specialist - Relocation to Strasbourg

Jordan martorell s.l.; Strasbourg; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A leading organization in service quality management is urgently seeking a Senior Service Quality Management Specialist in Strasbourg, France. The ideal candidate will have over 9 years of IT experience, strong Continuous Service Improvement skills, and relevant certifications such as ITIL. This role involves enhancing service quality through strategic audits and vendor collaboration, ensuring an exceptional user experience.

Qualifications

• 9+ years of professional experience in IT.
• 3+ years of relevant experience in user support, training or documentation writing.
• Experienced in implementing quality assurance procedures.

Responsabilités

• Propose and implement a structured Continuous Service Improvement process.
• Contribute to service audits by verifying compliance.
• Collaborate with external vendors to identify improvement areas.

Connaissances

Continuous Service Improvement

Stakeholder management

Quality assurance procedures

Formation

Bachelor or University degree

Outils

ITIL

PRINCE2

Description du poste

For an European organization in Strasbourg, France, we are urgently looking for a Senior Service Quality Management Specialist.

EU candidates are welcome to apply. Candidates must be eligible for EU Security Clearance (at least 5 years of EU nationality is required). Work permits ar not provided.

Candidates need to be based in Strasbourg or willing to relocate to Strasbourg. Candidates need to be fluent in English.

Tasks and responsibilities:

• Propose and implement a structured Continuous Service Improvement (CSI) process and methodology, including the definition of relevant Key Performance Indicators (KPIs), along with comprehensive reporting and governance mechanisms to ensure sustained service enhancement;
• Actively contribute to service audits by verifying compliance and identifying opportunities for service improvements, followed by actionable recommendations;
• Collaborate closely with the Agency and external vendors to identify potential improvement areas; assess and define the size, scope, and business cases required to support the implementation of these initiatives;
• Ensure that improvement projects are effectively prioritised in alignment with broader business needs, resulting in high-quality, actionable Service Improvement Plans (SIPs);
• Support the Contracting Authority’s management by recommending and facilitating initiatives aimed at enhancing the end-user experience, with a particular focus on addressing insights derived from monthly Customer Satisfaction (CSAT) results;

Profile:

• Bachelor or University degree;
• +9 years of professional experience in IT;
• +3 years of relevant professional experience in user support, training or documentation writing;
• Hold an ITIL or ITIL V3 Foundation certificate;
• Possession of additional certifications is an advantage, particularly:

ITIL Expert

PRINCE2

• Experienced in implementing and working with quality assurance procedures;
• Proven background in managing deliverables through third-party vendors, particularly in high-profile or technically innovative enterprise solutions;
• Demonstrated leadership in continuous improvement initiatives or service management environments;
• Solid understanding of contract and service operations principles;
• Strong grasp of project management methodologies and practices;
• Technically adept with the ability to translate complex technical concepts into business-focused language;
• Experience in Software Test Management and the Quality Assurance lifecycle is considered an asset;
• Skilled in stakeholder management is considered an asset;