Managed Services Quality & CI Leader

Nordic Consulting Partners, Inc.; United States; À distance; USD 130 000 - 180 000; Plein temps

Résumé du poste

Nordic Consulting Partners, Inc. seeks a Managed Services Quality & Continuous Improvement Lead to provide independent oversight of quality, effectiveness, and efficiency of delivery across the client portfolio.

The role analyzes ticket-level and service-performance data to uncover improvement opportunities beyond routine operations. The ideal candidate has extensive experience in IT services and continuous improvement, with a preference for healthcare IT, Epic, ServiceNow, and ITIL-based

Qualifications

• 10+ years of experience in IT services, managed services, IT operations, service management, continuous improvement, or related disciplines.
• 5+ years of experience working within a managed services or recurring IT support environment, preferably supporting complex enterprise or healthcare clients.
• Experience analyzing ticket-level and operational performance data to identify recurring issues, resolution inefficiencies, knowledge gaps, and improvement opportunities.
• Experience evaluating analyst-level work patterns to identify coaching, training, knowledge, and process improvement opportunities.
• Strong understanding of the end-to-end service lifecycle, including incident, request, problem, change, escalation, and knowledge management.
• Experience identifying drivers of ticket demand and developing strategies for: Ticket elimination and deflection
• Shift-left
• Self-service
• Automation and self-healing
• Knowledge improvement
• Process simplification
• Experience conducting root-cause analysis and translating findings into corrective and preventive actions.
• Experience identifying systemic issues across multiple clients, teams, applications, or service areas rather than evaluating individual incidents in isolation.
• Demonstrated ability to work independently from Delivery and Service Management while constructively challenging existing practices and identifying issues that may not be visible through routine operational reporting.
• Experience presenting quality findings, trends, and recommended improvements to senior operational leaders and client stakeholders.
• Healthcare IT experience strongly preferred, particularly within Epic application support, Service Desk, infrastructure, security, ServiceNow, or other healthcare managed services environments.
• Establishing or leading a Managed Services quality or continuous improvement function.
• Developing quality frameworks, assessment methodologies, or service health scorecards.
• Building cross-client benchmarks and identifying reusable best practices.
• Experience with Lean, Six Sigma, ITIL continual improvement, or similar improvement methodologies.
• Experience converting operational findings into measurable client outcomes such as reduced ticket demand, faster resolution, greater self-service adoption, or improved end-user experience.

Responsabilités

• Provide independent oversight of quality, effectiveness, and efficiency of Managed Services delivery across the client portfolio.
• Identify opportunities that may not surface through normal operational management and drive improvements.
• Use ticket-level, analyst-level, knowledge-management, client-process, and service-performance data to identify improvement opportunities.
• Improve analyst execution, coaching, training, and knowledge needs.
• Reduce unnecessary escalations and handoffs; improve knowledge articles and utilization.
• Identify recurring demand that could be eliminated and increase client self-service and automation.
• Recommend client process changes to reduce ticket volumes.
• Identify systemic opportunities applicable across multiple Managed Services clients.

Description du poste

Nordic Consulting Partners, Inc. seeks a Managed Services Quality & Continuous Improvement Lead to provide independent oversight of quality, effectiveness, and efficiency of delivery across the client portfolio.

The role analyzes ticket-level and service-performance data to uncover improvement opportunities beyond routine operations. The ideal candidate has extensive experience in IT services and continuous improvement, with a preference for healthcare IT, Epic, ServiceNow, and ITIL-based