Managed Services Quality & Continuous Improvement Architect

Nordic Consulting Partners; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Nordic Consulting Partners seeks a seasoned Managed Services Quality & Continuous Improvement Lead to oversee the quality, effectiveness, and efficiency of service delivery across a diverse client portfolio. The role is distinct from day-to-day operations and focuses on identifying opportunities beyond normal metrics.

Responsibilities include analyzing ticket-level and service data to uncover trends, coaching needs, and process enhancements, with an emphasis on reducing escalations, improving

Qualifications

• 10+ years of experience in IT services, managed services, IT operations, service management, or related disciplines.
• 5+ years in a managed services or recurring IT support environment, preferably complex enterprise or healthcare clients.
• Experience analyzing ticket-level and operational performance data to identify recurring issues and improvement opportunities.
• Experience evaluating analyst-level work patterns to identify coaching, training, and knowledge/process improvement opportunities.

Responsibilities

• Provide independent oversight of quality, effectiveness, and efficiency of Managed Services delivery across the client portfolio.
• Identify opportunities to improve analyst execution, coaching needs, and knowledge utilization.
• Drive improvements in ticket resolution quality, speed, and efficiency while reducing unnecessary escalations and handoffs.
• Develop and implement quality frameworks, scorecards, and benchmarks across multiple clients.

Skills

IT services

Managed services

Data analysis

Process improvement

Root-cause analysis

Lean Six Sigma

Tools

ServiceNow

Epic

ITIL

Job description

Nordic Consulting Partners seeks a seasoned Managed Services Quality & Continuous Improvement Lead to oversee the quality, effectiveness, and efficiency of service delivery across a diverse client portfolio. The role is distinct from day-to-day operations and focuses on identifying opportunities beyond normal metrics.

Responsibilities include analyzing ticket-level and service data to uncover trends, coaching needs, and process enhancements, with an emphasis on reducing escalations, improving