Job Description

• The Head - IT Service Quality is responsible for defining, implementing, and continuously improving service quality standards across the Bank's IT landscape.
• This role ensures that IT services consistently meet business expectations, regulatory requirements, and customer success criteria.
• It plays a pivotal role in aligning IT performance with customer experience, operational excellence, and strategic business outcomes, leveraging industry frameworks such as ITIL, CMMI, and Lean Six Sigma.

Responsibilities

• Define and maintain IT service quality frameworks, policies, and KPIs based on ITIL and continuous improvement methodologies.
• Monitor and analyze service performance data to identify gaps and drive improvements using Lean Six Sigma techniques.
• Integrate customer success metrics into service delivery to ensure alignment with business outcomes.
• Lead root cause analysis and implement corrective actions for recurring service issues.
• Collaborate with ITSM, operations, and application teams to strengthen incident, problem, and change management processes.
• Ensure adherence to regulatory standards (e.g., RBI), internal audits, and risk controls.
• Develop dashboards and reporting tools to visualize service quality trends and performance.
• Champion initiatives that enhance end-user satisfaction through proactive support, self-service, and feedback mechanisms.

Qualifications
Education:
Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
Certifications:
Certifications in ITIL (v4), Lean Six Sigma (Green/Black Belt), COBIT, and CMMI are preferred.
Additional certifications in service excellence, governance, or quality management frameworks are beneficial.

Skills Required