Director - Process & Quality - ServiceNow

📋 Description

• • As a Director – Process & Quality at NewRocket, you will be instrumental in shaping and refining the operational backbone of our elite ServiceNow partnership. This pivotal leadership role is designed for a seasoned professional with a profound understanding of ServiceNow implementations and IT consulting, tasked with establishing, governing, and continuously enhancing our delivery processes, quality frameworks, and overall operational excellence. You will be the architect of our success, ensuring that every ServiceNow and consulting engagement not only meets but exceeds client expectations through robust, standardized, and high-quality delivery.
• • Your primary responsibility will be to define, implement, and meticulously refine enterprise-wide delivery processes. This involves creating a standardized framework that governs all aspects of our work, from initial implementation and ongoing enhancements to Application Management Services (AMS) and large-scale transformation programs. You will ensure these processes are not just documented but actively lived, aligning them with ServiceNow best practices and industry-leading methodologies to foster consistency and predictability in our service delivery.
• • A core component of your role will be the design and leadership of a comprehensive Quality Management System (QMS) that permeates all delivery functions. This includes defining critical Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Customer Satisfaction (CSAT) metrics, defect tracking, and establishing benchmarks for quality. You will be the guardian of our quality standards, conducting regular delivery audits, compliance checks, and thorough quality reviews across all projects to identify areas for improvement and ensure adherence to our stringent standards.
• • You will drive a culture of proactive problem-solving by leading root cause analysis (RCA) for any quality deviations and implementing robust preventive action frameworks. This ensures that we learn from every experience and continuously elevate our delivery capabilities, minimizing recurring issues and maximizing client success.
• • Your expertise will be crucial in ensuring ServiceNow Delivery Excellence. This involves guaranteeing strict adherence to ServiceNow implementation standards and architectural guidelines, thereby enhancing the maturity of our delivery across the entire ServiceNow suite, including ITSM, ITOM, HRSD, CSM, and other modules. You will collaborate closely with Practice Leads to elevate the quality of solutions delivered and significantly reduce rework, optimizing resource utilization and client satisfaction.
• • A key aspect of your role is to govern the release management, testing frameworks, and deployment quality, ensuring that every release is robust, well-tested, and deployed with minimal disruption. This meticulous oversight guarantees the stability and performance of client environments post-implementation.
• • In your interactions with clients, you will act as a trusted advisor, partnering with client stakeholders to ensure the highest levels of delivery quality and transparency in governance. You will champion continuous improvement initiatives across client accounts, fostering strong relationships built on trust and demonstrable value delivery.
• • You will be at the forefront of implementing automation in quality monitoring and reporting, leveraging technology to enhance efficiency and accuracy in our quality assurance processes. This proactive approach ensures that our quality management is scalable and data-driven.
• • As a leader, you will build and mentor a high-performing team of Process and Quality professionals, fostering their growth and development. You will drive essential training initiatives focused on ServiceNow best practices and advanced consulting methodologies, equipping our teams with the knowledge and skills needed to excel.
• • Ultimately, you will cultivate a strong culture of accountability, structured delivery, and relentless continuous improvement throughout the organization, ensuring that NewRocket remains at the pinnacle of ServiceNow expertise and client satisfaction. This role is an opportunity to make a significant impact on our delivery capabilities and contribute to our reputation as an AI-first Elite ServiceNow Partner.