Project Quality Manager

Summary

Join D-ploy, a leading IT and Engineering Solutions company, as a Project Quality Management Expert! This fully remote role requires expertise in IT service operations, quality assurance, and process optimization. You will lead quality assurance, process optimization, and training initiatives, ensuring alignment with company standards, ITIL frameworks, and regulatory requirements. Responsibilities include developing and implementing project quality management plans, identifying and mitigating risks, and collaborating with cross-functional teams. The ideal candidate possesses strong experience in IT service desk management, ITSM frameworks, and continuous improvement methodologies. This position offers opportunities for professional development and advancement within a friendly and international working environment.

Requirements

• Proven experience in quality management, process improvement, and training within IT service operations
• Strong understanding of service desk environments, ITSM frameworks, and incident/problem management
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)
• Expertise in process documentation, SOP creation, and knowledge management
• Experience designing and delivering training programs for IT teams
• Analytical and problem-solving mindset with a data-driven approach
• Ability to work independently in a fully remote environment while collaborating with global teams
• Relevant certifications (ITIL, Six Sigma, ISO 9001, ISO 27001)
• Experience in onsite and remote IT support structures
• Candidates must declare Criminal record extract not older than three months

Responsibilities

• Ensure IT service desk operations align with company standards, ITIL frameworks, and regulatory requirements
• Identify inefficiencies, implement process improvements, and drive service excellence
• Develop and maintain SOPs, process documentation, and knowledge bases to enhance IT service operations
• Design and deliver training programs for IT teams to ensure best practices and continuous improvement
• Collaborate with service teams to analyze incidents, determine root causes, and implement long-term solutions
• Track key metrics, analyze trends, and provide insights to drive continuous service improvement
• Work closely with IT managers, support teams, and business leaders to align quality initiatives with organizational goals
• Provide best practices and strategic guidance for onsite IT support teams, ensuring seamless integration with remote operations

Preferred Qualifications

• Prior experience in the pharmaceutical industry or highly regulated environments
• Fluent in English; additional languages are a plus

Benefits

• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events