Senior Managed Services Quality & Improvement Lead

Nordic; United States; Remote; USD 130,000 - 180,000; Full time

Job summary

Nordic is seeking a Managed Services Quality & Continuous Improvement Lead to independently assess and improve the quality, efficiency, and effectiveness of our Managed Services delivery across a diverse client portfolio.

The role focuses on identifying coaching needs, speeding ticket resolution, enriching knowledge resources, and increasing self-service and automation to drive measurable client outcomes.

Qualifications

• 10+ years of experience in IT services, managed services, or related disciplines.

Responsibilities

• Provide independent oversight of quality and continuous improvement for Managed Services delivery across client portfolio.
• Identify opportunities to improve analyst execution, ticket resolution, knowledge articles, and self-service adoption.
• Present quality findings and recommendations to senior leaders and client stakeholders.

Skills

Analytical thinking

Problem solving

Independent work

Stakeholder communication

Process improvement

Root-cause analysis

Project management

Education

ITIL 4 Foundation or advanced

Lean Six Sigma Green Belt or Black Belt

ServiceNow certifications or formal training

Epic certifications or significant Epic experience

Quality-management certifications

Tools

ITIL

Lean Six Sigma

ServiceNow

Epic

Job description

Nordic is seeking a Managed Services Quality & Continuous Improvement Lead to independently assess and improve the quality, efficiency, and effectiveness of our Managed Services delivery across a diverse client portfolio.

The role focuses on identifying coaching needs, speeding ticket resolution, enriching knowledge resources, and increasing self-service and automation to drive measurable client outcomes.