Service Quality TCC

1. The Head – IT Service Quality is responsible for defining, implementing, and continuously improving service quality standards across the Bank’s IT landscape. 
2. This role ensures that IT services consistently meet business expectations, regulatory requirements, and customer success criteria. 
3. 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.

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

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.