Ensures that services meet performance standards, identifying improvement areas and aligning operations with business goals. Responsible for enhancing service and product quality by evaluating processes and providing input to relevant stakeholders, identifying improvement opportunities, and ensuring alignment with organizational standards. Carries out regular audits to measure the organizations success and adherence to quality standards.

• Analyze service and product delivery processes to identify inefficiencies or areas for improvement.
• Establish and refine quality standards for products and services, ensuring consistency and excellence.
• Gather and analyze feedback from customers and stakeholders to address quality gaps and provide actionable insights.
• Oversee the performance and quality of vendors supporting the Portfolio Service Operations, ensuring alignment with organizational standards and expectations.
• Establish and implement metrics and KPIs to assess vendor performance, quality, and compliance with service agreements, providing feedback for improvement.
• Proficiency in performance management systems, and service delivery platform

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Relevant certifications such as ITIL, Six Sigma
• 3-5 years of experience in similler role.
• Experience in collaborating with cross-functional teams (such as operations, finance, and service delivery teams) to drive performance improvements.
• Experience in service performance management and/or quality management, preferably in a service operations or IT-related environment.
• Strong analytical skills with the ability to interpret financial, performance, and service data to make strategic decisions.
• Experience in conducting reviews with stakeholders, reporting on performance, and ensuring alignment with organizational goals.
• Proficiency in performance management systems, and service delivery platforms.
• Familiarity with quality assurance, process improvement methodologies, and performance measurement frameworks

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your teams needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 Competitive Benefits: Competitive benefits that make sense with both your local spanet and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.