Director - Process & Quality

📋 Description

• Define and improve enterprise delivery processes per ServiceNow best practices.
• Establish standardized frameworks for implementation, AMS, and transformation.
• Design and lead Quality Management Systems across all delivery functions.
• Define KPIs, SLAs, CSAT metrics, defect metrics, and quality benchmarks.
• Govern release management, testing frameworks, and deployment quality.
• Partner with client stakeholders to ensure delivery quality and governance transparency.

🎯 Requirements

• 12–18+ years in IT Services/Consulting.
• 5+ years in leadership roles managing Process, Quality, or Delivery.
• Strong hands-on experience in ServiceNow implementation programs.
• Background in Consulting firms or IT Services organizations.
• Deep understanding of ITIL, Agile, DevOps, and structured delivery frameworks.
• Experience managing enterprise-scale ServiceNow programs.
• Proven track record of improving delivery metrics and customer satisfaction.
• Experience with quality frameworks such as ISO, CMMI (preferred).
• ServiceNow Certifications (CSA, CIS, CAD or equivalent).
• ITIL Certification.
• Lean Six Sigma / Quality Certification (preferred).
• Agile / SAFe certification (preferred).

🎁 Benefits

• Diverse and inclusive workplace.
• Equal opportunity employer.
• Affirmative action employer.