Senior Managed Services Quality & Improvement Lead

Nordic Global; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Nordic Global is seeking a Managed Services Quality & Continuous Improvement Lead to independently oversee the quality, effectiveness, and efficiency of Managed Services across the client portfolio.

The role looks beyond SLA metrics to identify opportunities for faster, more consistent, and self-service-driven improvements, leveraging data to drive measurable, cross-client enhancements.

Qualifications

• 10+ years in IT services or related fields.
• 5+ years in managed services or recurring IT support.
• Experience analyzing ticket-level performance data.
• Experience evaluating analyst work patterns.
• Strong understanding of end-to-end service lifecycle.
• Experience driving ticket elimination and self-service.
• Root-cause analysis and corrective actions.
• Ability to present findings to senior leaders.
• Healthcare IT experience preferred, Epic knowledge.

Responsibilities

• Improve analyst execution and coaching through data.
• Identify training, knowledge needs and gaps.
• Improve ticket resolution quality, speed, efficiency.
• Reduce escalations and handoffs.
• Improve knowledge articles and utilization.
• Increase client self-service and automation.
• Recommend process changes to reduce ticket volumes.
• Identify systemic improvements across clients.

Skills

Analytical mindset

Stakeholder communication

Independent working

Problem solving

Education

Equivalent combination of education and significant relevant managed services experience

Tools

ServiceNow

Epic

ITIL

Job description

Nordic Global is seeking a Managed Services Quality & Continuous Improvement Lead to independently oversee the quality, effectiveness, and efficiency of Managed Services across the client portfolio.

The role looks beyond SLA metrics to identify opportunities for faster, more consistent, and self-service-driven improvements, leveraging data to drive measurable, cross-client enhancements.