• The Head of Quality, LBU (Local Business Unit) SA (South Africa) is responsible for overall steering, governance, support and optimization of the entire Delivery/Service organisation in agreement with the VP Delivery and VP Sales and Services in the LBU SA, as well as VP EMEA Quality.
• The Head of Quality is the central contact person for all Delivery related inquiries regarding standards, non-Transition and Transformation projects, all Quality processes as well as for SLA achievements in the Service Area.
• The Head of Quality is responsible for the overall governance of programs to gain improvements of the organisational structure that’s established, guidance and standards related to core processes, and functions within the organisation with the objective of ensuring high standards of quality towards customers.• The Head of Quality, is:
• A member of LBU Management Committee Delivery.
• In the intermediary role, the incumbent is responsible for the roll-out of international guidelines throughout the LBU and steers local adaptations if necessary.
• Identifies best practices and ideas for improvement from the LBU and provides upward feedback to the Regional VP Quality on necessary governance, guidelines, regulations and process revisions.
• Manage all relevant Delivery, Service Quality Key Performance Indicators (KPI’s) according to targets.
• Guarantee the (re)use of consistent and standardized tools, methods and processes within the entire Delivery Unit including Incident, Problem, Change, Service Requests, Service Levels, Production Support Systems, SACM and Order Management.
• Responsible for early warning principles in the LBU and implementation of account improvement programs.
• Responsible for implementing the four-eyes principle through guaranteeing a respective approval process within the LBU.
• Acting as interface in the LBU SA for all steering and governance topics (Local Delivery Unit, Regional, International communities).
• Drive the delivery of Zero Outage Programs and Initiatives into all Lines of Service, ensuring adoption, accurate usage and properly measured through KPI’s.
• Single Point of Contact for the LBU to the IQCARE team and is accountable for all deliverables through the completion of the IQCARE program.
• The Head of Quality ensures higher transparency through implementing overall and target group related reporting structures.
• The Head of Quality is working on continuous improvement programs and guarantees sustainability (Process improvements and defining of new standards through e.g. sharing best practices and lessons learned).
• The Head of Quality has the overall authority for steering ongoing programs for Quality Initiatives and Reviews. Develop employee motivation and manage career development
• Fully integrated in key decision processes – especially demand management on governance and steering processes.
• Institutes necessary changes due to continuous improvement processes
• Technical or commercial educational background.
• At least 10 years of Outsourcing knowledge and job experience.
• Knowledge of IT Outsourcing models and processes.
• Large amount of experience in applying principles of continuous performance.
• Experience in a sales environment with customer contacts as well as a sound commercial understanding.
• Proven track record in successfully managing projects on (Executive) Management Level and in steering cross-functional project teams.
• Firm know-how of Project Management and Quality Management.
• A minimum of ITIL Foundation qualification. Intermediate or advanced ITIL qualifications will be an advantage.
• Good experience in presenting complex issues on Top Management Level.
• Sound strategic and methodological know-how.
• Sound know-how of the Company tools and process landscape.
• 10 years of high level experience in managerial positions (ideally with P&L responsibility).
• General management and matrix management experience.
• Strong and proven leader
• Excellent communication – written, verbal and presentation skills (on executive level).
• Ability to work across organizations and company boundaries.
• Extremely high analytical skills and problem solving attributes.
• Profound process know-how.
• Excellent organisational skills.
• Ability to decide and initiate action.
• Very good presentation skills – even in critical situations.
• Strong negotiation skills.
• Strongly result-oriented and proactive way of working.
• Excellent English skills (written and verbal).