Quality Control Applications Service Manager
| Company | LGC Group |
|---|---|
| Location | Gaithersburg, MD, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
- ITIL certification (Foundation level or higher) is required.
- Demonstrable track record in IT service management, particularly in overseeing customer-facing digital products.
- Strong understanding of ITIL principles and their application in a digital environment.
- Excellent problem-solving and analytical skills.
- Good communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
- Experience in managing and leading teams, with a focus on service delivery and customer satisfaction.
- Knowledge of relevant regulatory and security standards.
Responsibilities
- Oversee the end-to-end service delivery of the QC suite of applications, ensuring alignment with business objectives and customer needs.
- Implement and manage ITIL-based service management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
- Monitor and report on service performance, using key performance indicators to measure service quality, customer satisfaction, and operational efficiency. Develop a full reporting suite on the standard service management KPI’s for regular circulation to key stakeholders.
- Develop and maintain strong relationships with key stakeholders, including customers, internal teams, and third-party vendors.
- Ensure effective communication with customers related to services covering, availability, updates, feature improvements etc.
- Lead and coordinate the resolution of major incidents and service disruptions, ensuring timely communication and effective problem resolution.
- Drive continuous improvement initiatives to enhance service delivery, reduce incidents, and improve customer satisfaction.
- Ensure compliance with relevant regulatory and security standards.
- Manage the service budget, including cost control and resource allocation.
Preferred Qualifications
- Experience in a similar role within the technology or digital services industry.
- Familiarity with service management tools and software.
- Project management certification (e.g., PMP, PRINCE2) is a plus.