IT Senior Quality Manager

Job Description

The Senior IT Quality Manager is responsible for defining, implementing, and continuously improving the Quality Management framework within the IT organization. This role ensures compliance with ISO 9001 standards, drives IT governance and documentation excellence, manages audit programs, oversees KPI performance management, and strengthens incident and customer complaint processes.

• Lead and coordinate the ISO 9001 audit
• Ensure IT readiness for external ISO audits
• Coordinate audit planning, preparation, execution, and follow-up
• Ensure closure of non-conformities (NCs) and Areas of Concern (AOCs).

• Manage the IT internal audit program in line with ISO 9001 requirements
• Organize and coordinate IT audits across all sites (minimum once every three years)
• Coordinate with local IT managers to ensure audit preparedness and compliance
• Track audit findings, define corrective action plans, and monitor implementation
• Support and participate in IT internal audits.

• Coordinate 8D problem-solving processes for significant IT incidents
• Provide 8D training and maintain training materials
• Coach stakeholders on structured root cause analysis
• Review and evaluate 8D reports on a quarterly basis
• Ensure alignment between incident management and quality processes.

• Define, maintain, and continuously improve IT KPIs
• Own the Global IT KPI Dashboards
• Ensure accuracy, completeness, and traceability of KPI evidence
• Introduce and refine KPIs
• Provide regular executive-level reporting to IT leadership and CODIR.

• Own and manage the IT Document Management framework and policy
• Oversee document governance, document matrix management, and framework changes
• Manage the IT document management solution (library, folder structure, access management, request handling)
• Ensure proper document publishing according to policy requirements
• Drive continuous improvement of documentation processes and tools
• Define and monitor application-related KPIs for document management.

• Manage IT-related customer complaints in Salesforce
• Participate in monthly customer complaint alignment sessions
• Ensure timely resolution and proper corrective/preventive actions
• Monitor trends and propose systemic improvements.

• Own and maintain the IT Satisfaction Survey framework
• Coordinate annual survey preparation, communication, and distribution
• Analyze survey results and identify improvement areas
• Prepare executive-level proposal plans for CODIR
• Track and monitor implementation of improvement actions.

• Bachelor s or Master s degree in Information Technology, Engineering, Business Administration, or related field
• Minimum 8-10 years of experience in IT governance, quality management, or IT service management
• Strong knowledge of ISO 9001 standards and audit methodologies
• Experience leading internal and external audits
• Proven experience in KPI definition, dashboard management, and executive reporting
• Familiarity with ITSM tools, Salesforce, and other relevant management platforms
• Experience in multi-site or global IT environments is highly desirable.

• Strategic thinking with strong operational execution
• Strong stakeholder management and cross-functional collaboration
• Structured problem-solving and excellent root cause analysis expertise (8D)
• Excellent analytical and reporting skills
• High level of ownership and accountability
• Strong communication skills (executive and operational levels)
• Change management and continuous improvement mindset.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

• A dynamic and multinational environment with dedicated professionals who are ready to share their knowledge with you;
• Soft skills and technical…